Spokane Transit Authority 1230 West Boone Avenue Spokane, WA 99201-2686 (509) 325-6000
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING Wednesday, November 29, 2017, 1:30 p.m. Spokane Transit Southside Conference Room
AGENDA
Estimated meeting time: 90 minutes 1. Call to Order and Roll Call 2. Public Expressions 3. Committee Chair Report (5 minutes) 4. Committee Action (5 minutes) A. Minutes of the November 1, 2017, Committee Meeting – Corrections/Approval 5. Committee Action (50 minutes) A. Board Consent Agenda 1. Adjustment to Bus Procurement Strategy 2017 (Blaska) 2. Purchase of Six (6) 40' Diesel Coaches (Blaska) 3. Award of Contract Laundered Uniform Supplies Service (Blaska) 4. Approval of Spokane Police Department Agreement Renewal (Williams ) 5. STA Moving Forward Performance Matrix and 2018 Performance Measures (Otterstrom/Blaska) B. Board Discussion Agenda 1. Draft 2018 State Legislative Priorities (Meyer) 6. Reports to Committee (10 minutes) A. Third Quarter Performance Measures (Blaska) B. Fixed Route Passenger Survey Results (Bousley) 7. CEO Report (10 minutes) 8. Committee Information – no discussion/staff available for questions A. October Financial Results Summary (Warren) B. November Sales Tax Revenue Information (Warren) C. Fare System Upgrade Project Update (Warren) D. October 2017 Operating Indicators (Blaska) E. Third Quarter Service Planning Input Report (Otterstrom) F. Third Quarter Safety and Loss Report (Williams) G. STA Outreach Update (Bousley) 9. January 31, 2018, Committee Packet Draft Agenda Review 10. New Business (5 minutes) 11. Committee Members' Expressions (5 minutes) 12. Adjourn 13. Next Committee Meeting: January 31, 2018, 1:30 p.m. (February Committee Meeting-No January Meeting) (STA Southside Conference Room, 1230 West Boone Avenue, Spokane, Washington)
Agendas of regular Committee and Board meetings are posted the Friday afternoon preceding each meeting on STA’s website: www.spokanetransit.com. Discussions concerning matters to be brought to the Board are held in Committee meetings. The public is welcome to attend and participate. Spokane Transit assures nondiscrimination in accordance with Title VI of the Civil Rights Act of 1964. For more information, see www.spokanetransit.com. Upon request, alternative formats of this information will be produced for people who are disabled. The meeting facility is accessible for people using wheelchairs. For other accommodations, please call 325-6094 (TTY Relay 711) at least forty-eight (48) hours in advance. SPOKANE TRANSIT AUTHORITY PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 4A : MINUTES OF THE NOVEMBER 1, 2017, PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING – CORRECTIONS OR APPROVAL
REFERRAL COMMITTEE: N/A
SUBMITTED BY: Dana Infalt, Executive Assistant
SUMMARY: Minutes of the meeting are attached for corrections or approval.
RECOMMENDATION TO COMMITTEE: Corrections or approval.
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel Spokane Transit Authority 1230 West Boone Avenue Spokane, Washington 99201-2686 (509) 325-6000
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE Draft Minutes of the November 1, 2017, Meeting Southside Conference Room
MEMBERS PRESENT STAFF PRESENT Amber Waldref, City of Spokane* Steve Blaska, Director of Operations John Higgins, City of Medical Lake Karl Otterstrom, Director of Planning and Development Josh Kerns, Spokane County Lynda Warren, Director of Finance and Information Services Tom Trulove, City of Cheney (Ex-Officio) Beth Bousley, Director of Communications and Customer Service Rhonda Bowers, Labor Representative Nancy Williams, Director of Human Resources E. Susan Meyer, CEO (Ex-Officio) Emily Arneson, Community Ombudsman & Accessibility Officer Ralph Wilder, Manager Maintenance / Facilities & Grounds MEMBERS ABSENT Greg Garrett, Manager Vanpool Odin Langford, City of Liberty Lake Matt Leithold, Vanpool Intern
GUESTS * Chair Charles Hansen, Citizen Advisory Committee Member Mike Kunder, 3939 President Thomas Leighty, ATU 1015 President
1. CALL TO ORDER AND ROLL CALL Chair Waldref called the meeting to order at 1:33 p.m. Introductions were made.
2. PUBLIC EXPRESSIONS None.
3. COMMITTEE CHAIR REPORT Chair Waldref noted there was no Chair Report but said that Mr. Blaska reviewed the Packet with her to prepare for the meeting.
4. COMMITTEE APPROVAL A. MINUTES OF SEPTEMBER 9, 2017 COMMITTEE MEETING Mr. Higgins moved to recommend approval of the October 4, 2017, Committee meeting minutes; the motion was seconded by Chair Waldref and passed unanimously.
5. COMMITTEE ACTION A. Board Consent Agenda 1. SUPPLEMENTAL LOW INCOME PASS GRANT Mr. Blaska provided background and noted the Low Income Working Group met on several occasions and outlined three objectives. 1) Establish a comprehensive list of existing opportunities for individuals to receive free/reduced price transit passes. 2) Identify and quantify the individuals whose needs are not met through existing programs. 3) Identify potential funding and distribution mechanisms that specifically address these unmet needs. Commissioner Kerns arrived at 1:40.
Performance Monitoring and External Relations Committee Meeting Minutes November 1, 2017 Page | 2
The first objective, to create a list of existing sources of free/reduced transit passes, is complete. He noted, the third objective - to fill existing gaps – ideally would follow resolution of the second objective – identification of the unmet need. However, after much outreach and networking, it was clear that this was a very complex issue. Consequently, some stimulus is necessary to help sift through the many challenges to identify the target population and demonstrate that a responsible agency could manage an accountable program. Mr. Blaska informed that staff are proposing that the Supplemental Low Income Pass Subsidy Program act as this stimulus. He reminded the Committee that in April, the Board concurred with the concept for this program prior to staff collaboration with other community agencies. The proposed program is the result of that collaboration. Mr. Blaska reviewed the program as outlined in the Agenda item, Supplemental Pass Program Grant application, and Resolution. He explained that staff are seeking Board approval to offer a grant solicitation for an agency, or group of agencies, to initiate and operate a Supplemental Low Income Pass Subsidy Program. Staff proposes funding for the pilot program not to exceed $50,000 for 2018 and $100,000 for 2019. He said the source of revenue is to be tied to funding STA receives through the Washington State Special Needs Grant program. Discussion ensued. Mr. Higgins moved to recommend the Board of Directors approve the Supplemental Low Income Pass Subsidy Program as a pilot project for 2018 and 2019. The motion was seconded by Mr. Kerns and passed unanimously. 2. FLEXIBLE VANPOOL SERVICE PROGRAM Mr. Blaska introduced the Vanpool Flexible Service Program as a new STA initiative to address the “First / Last Mile Challenge” for potential transit commuters. He reviewed the existing Vanpool Program’s importance to the region and explained to members that this new version of the program provides an option for commuters and employers to have cost effective transportation in locations where the fixed route bus system may not meet all needs. He noted how the Vanpool Flexible Services Plan works and pointed to the bulleted list on the agenda item as a reference. Mr. Blaska said the Board is able authorize this program through a minor change to the attached existing Vanpool Fare Policy and Resolution. Mr. Blaska recognized Greg Garrett, Vanpool Manager, and Matt Leitholt, Vanpool Intern, for their work on putting together this item. He stated staff are asking that the Committee review and recommend the Board adopt by resolution the Vanpool Fare Policy and Procedures for the Vanpool Program. Discussion ensued. Mr. Higgins moved to approve the Flexible Vanpool Service program as presented. Chair Waldref seconded and the motion passed unanimously. 3. REQUEST FOR EXTENSION OF PLAZA PROPERTY MANAGEMENT CONTRACT Ms. Bousley noted the current contract for Property Management of the STA Plaza with NAI Black would expire on December 31, 2017. Staff is proposing a six-month extension to the current contract due to the acquisition of a tenant for the first floor rotunda and the resulting tenant improvements. She said retaining NAI Black would ensure a smooth transition for leasing to the new tenant. With this extension, NAI Black will continue to provide the commercial and retail leasing expertise, tenant management, contracted maintenance and janitorial services, administrative supervision, and the on-site engineering maintenance to ensure the optimum operation of the Plaza during all hours and days of operation, including all holidays. Ms. Bousley informed that STA currently pays NAI Black $2,800 per month for their professional services. She said staff is asking the Committee review and recommend the Board authorize the Performance Monitoring and External Relations Committee Meeting Minutes November 1, 2017 Page | 3
CEO to negotiate an extension to the STA Property Management contract with NAI Black not to exceed six months. Discussion ensued. Mr. Higgins moved to approve as presented. Mr. Kerns seconded and the motion passed unanimously. 4. AWARD OF CONTRACT FOR DRUG AND ALCOHOL TETSTING, MEDICAL REVIEW OFFICER, AND OCCUPATIONAL HEALTH SERVICES Ms. Williams advised that by federal regulation, STA is required to maintain a drug and alcohol- testing program for its safety sensitive employees. In addition to laboratory testing, the program requires the utilization of medical review services. The Medical Review Officer (MRO) is responsible for reviewing positive tests and recommending appropriate treatment and continued employment plans. STA also requires occupational health services for pre-employment physicals, Commercial Driver’s License (CDL) recertification exams, and fitness for duty exams. She noted the current contract for the services described above expires December 31, 2017. She advised that STA advertised a Request for Proposals (RFP) for a new five-year contract, and sent RFPs to seventeen (17) prospective vendors. Staff received two responsible proposals. The evaluation committee rated the proposals on price, experience and reliability, expertise of personnel, and proposed method of performance. The results of the evaluation were included on the Agenda item. She noted that Occupational Medicine Associates (OMA) is STA’s current contractor and they have performed well in the past and received 98.57 average points, compared to 70.43 average points earned by US Healthworks. Ms. Williams also stated OMA did not raise their prices from the contract award in 2012. Ms. Williams informed that staff would like the Committee to recommend the Board approve a contract with Occupational Medicine Associates for drug and alcohol testing, medical review officer services, and occupational health service for a five-year period at a cost of approximately $230,000 for the entire term of the contract. Mr. Kerns moved to approve as presented. Mr. Higgins seconded and the motion passed unanimously. B. Board Discussion Agenda (No items presented this month) 6. REPORTS TO COMMITTEE A. COMMUNICATION UPDATE Ms. Bousley noted that the Communications Update is a regular item in the PMER meeting, but she noted she would be updating the title to “STA Outreach Update” in the future. In addition to the regular communications, she informed that Communications department has been working with Vanpool and Fixed Route departments, as well as the Mobility Training and Mobility Mentor program on outreach in an attempt to deliver a consistent message. Discussion ensued regarding the Mobility Training and Mobility Mentor programs. Ms. Bousley reviewed the goals and outreach summaries for Vanpool and Fixed Route. She informed that Whitworth University Funding Program is approving a Universal Transit Access Pass (UTAP) program. She said that Gonzaga offered their I.T. department to assist Whitworth. She noted Whitworth’s technology is not compatible with STA’s software at this time. She stated that Communication’s strategy is under way for the second phase fare change to go into effect July 1, 2018. Performance Monitoring and External Relations Committee Meeting Minutes November 1, 2017 Page | 4
She touched on the Employer Sponsored Bus Pass; noted the fare increase in July 2017 didn’t seem to impact ridership; and said Brandon Rapez-Betty is working on “Beyond the Counter Customer Service” experience to get our staff out from behind the counter and out into the Plaza to assist customers. She explained the Media Report results and said she will provide year-end results early next year. Discussion ensued. 7. CEO REPORT • Open House for Central City Line was held at Gonzaga on October 18, 2017, from 3:30 – 6:30. Topics included the location and plans for the stations. She noted there was great of turnout, lots of interest and discussion. Staff received more positive than negative input and received input from people who live along the alignment in the neighborhoods, as well as those within a quarter mile of the service.
o Amber Waldref will Chair the CCL Steering Committee Meeting on 11/8 from 10:00 – 11:30 at SRTC, 421 West Riverside. One of the purposes of the meeting will be to talk about stations. Staff has sent an email to members of an interactive map that will show where the stations are to be located along the alignment; you can hover over the stops and it will show the address and type of station planned at that location.
o The December Board is being asked to make a decision about the stations. After this long period of input, staff are going to lock in their decision in staff can finish design and engineering. Staff has received good input and have responded to it in ways that will improve what people expected. Staff has previously explained the project and are happy to answer questions at the upcoming meetings.
o Ms. Meyer reported staff expects people will come and share their input at the Steering Committee Meeting. She noted that folks have attended the open house and asked to know when the Steering Committee meeting will be held. She said staff expects to see those people attend. She also noted those meetings are set up for Public Expressions for 3 minutes at the beginning of each meeting.
o She asked everyone to review the interactive map and to let her know if they can’t find it in their email so she will resend. She reported it is a great tool to review “stem to stern”, all six miles from Browne’s Addition to Spokane Community College (SCC). • STA received a support letter from the congressional delegation for Central City Line project. She expressed her appreciation to Senator Murray, Senator Cantwell, and Congresswoman McMorris Rogers. She reported that this adds to the 30+ support letters staff have received and forwarded on to the FTA on this project. • Garth Brooks will be performing from 11/9 through 11/14 – STA is working to communicate that STA already provides service from downtown to the Arena and back on The Plaza Arena Shuttle and Routes 27 and Route 39. People can park once downtown and shop/eat, they could go to Wall Street next to the Plaza and take a bus to the concert. Communications is working on getting the word out – it will be a combination of those routes. Staff is excited about having people use the regular bus service for those events. • ALSC Architects won a Mayors Urban Design Award for the Plaza Renovation; Jessica Charlton attended and STA is pleased that they won the recognition for this project. They did great work for STA and the design is perfect for a downtown transit center. 8. COMMITTEE INFORMATION A. September Financial Results Summary - as presented B. October Sales Tax Revenue Information - as presented C. September 2017 Operating Indicators - as presented D. Spokane Transit Holiday Services and Office Hours - as presented 9. NOVEMBER 29, 2017 COMMITTEE PACKAGE AGENDA REVIEW (DECEMBER MEETING) 10. NEW BUSINESS None. Performance Monitoring and External Relations Committee Meeting Minutes November 1, 2017 Page | 5
11. COMMITTEE MEMBERS’ EXPRESSIONS None. 12. ADJOURN Chair Waldref adjourned the meeting at 2:29 p.m. 13. NEXT MEETING – WEDNESDAY, NOVEMBER 29, 2017, 1:30 P.M, STA SOUTHSIDE CONFERENCE ROOM, 1230 WEST BOONE AVENUE (DECEMBER MEETING) Respectfully submitted,
Dana Infalt, Executive Assistant
SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 5A1 : ADJUSTMENT TO BUS PROCUREMENT STRATEGY REFERRAL COMMITTEE: N/A SUBMITTED BY: Steve Blaska, Director of Operations Ralph Wilder, Maintenance and Facilities Manager
SUMMARY: Spokane Transit is increasing our commitment to battery-electric buses in our fleet procurement strategy. Our procurement strategy projects funding requirements for the life of our current fleet. In the case of fixed route buses, this planning horizon is 15 years out. Every year, staff updates our Capital Improvement Program (CIP) that documents the next six years of the fleet procurement strategy. For the last three years, the fleet plan included scenarios to adopt battery-electric buses into the fleet. The Central City Line vehicles will be battery-electric 60’ coaches. These vehicles are scheduled for delivery in 2021. In addition, the fleet replacement plan provided for an option to introduce 40’ battery-electric buses into our regular service as early as 2019. This option in the plan was contingent upon: 1. The advancement of technology to make these vehicles feasible; 2. The identification of routes where these buses could be deployed (with or without in route charging); and 3. Receiving federal grant assistance to offset the increased capital cost for these vehicles. It is clear that battery-electric bus technology is now a feasible alternative to diesel buses. Many transit agencies are introducing these vehicles into their fleets. We also have concluded that can effectively deploy battery-electric buses as part of the STA Moving Forward plan on the new Monroe – Regal corridor. Since these conditions existed, staff applied for a Federal Transit Administration (FTA) grant for delivery of battery-electric buses in 2019. If awarded a grant, we would have ordered nine (9) battery-electric vehicles for delivery in 2019 for the Monroe-Regal corridor. Six (6) additional diesel buses would also have been ordered to meet other expansion requirements system- wide. Unfortunately, STA was not a recipient of this year’s grant. As planned, we will proceed with the purchase of the six (6) diesel buses required for service expansion in September 2019. Staff is requesting approval of an award of contract for this purchase at the December Board Meeting. Due to the eighteen (18) to twenty (20) month lead-time for delivery, it is essential we order these buses now to meet our September 2019 service requirements. However, we are still pursuing opportunities for battery-electric buses in regular service prior to the CCL. Staff is preparing a financial plan to order battery-electric buses for ten (10) vehicles planned in the CIP for delivery in 2020. This plan will not be contingent on receipt of Federal funding. The details of this plan will be included in the 2018 update to the CIP. Staff will make a short presentation at the Committee meeting covering the logic behind this proposed adjustment to our current plan. This presentation provides context for the award of contract for the six (6) diesel buses for 2019 delivery. It is also a preview of the recommended changes to the bus procurement strategy to support early introduction of battery- electric technology.
RECOMMENDATION TO COMMITTEE: Information only.
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel
SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 5A2 : PURCHASE OF SIX (6) 40’ FIXED ROUTE COACHES REFERRAL COMMITTEE: N/A SUBMITTED BY: Steve Blaska, Director of Operations Ralph Wilder, Maintenance and Facilities Manager
SUMMARY: In accordance with Spokane Transit’s (STA) adopted 2016-2021 Capital Improvement Program (CIP), six (6) Fixed Route Coaches are scheduled to be purchased in 2018. The vehicles slated for purchase will be delivered in 2019 to meet service expansion requirement identified in STA Moving Forward (STAMF). The CIP has identified $3,053,025 in local funds for this project. The Washington State Cooperative Contract (WSCC) (#09214) has low floor, clean-diesel powered coaches that satisfy STA’s requirements. Purchasing from the WSCC ensures competitive pricing and saves significant time over the development of specifications, release of a request for proposals, and the awarding of a contract. STA’s 2019 coach requirements include the purchase of six (6) 40’ coaches. Staff recommends purchasing the six (6) 40’ coaches from Gillig Corporation. STA is very familiar with this manufacturer and currently operate 121 Gillig coaches. These vehicles will be manufactured in a very similar configuration to all STA’s other coaches, which have performed well for our application and duty cycle. The quoted unit cost to purchase a 2019 40’ coach is $502,633.00. • This price represents a 4.1% increase cost above the base price of our 2016 purchase. The base price increase is attributed to the Producer Price Index (PPI) increase, the 2017 Federal Engine Emissions Standards requirements, and migration to disk brakes and flush mounted windows. • Staff also determined that it was cost effective to have the video and computer aided dispatch/automatic vehicle location installed at the factory in lieu of local installation after the vehicles are delivered. The budget includes Maintenance staff travel to the manufacturing facility to conduct pre-production meetings and on- line inspections during production to ensure quality control and contract specification compliance. Staff requests a 2.5% contingency budget to make minor changes to enhance operator and passenger amenities should those opportunities arise during pre-production coordination.
Video Sales and 2.5% of Total Base Price system CAD/AVL transfer Total per Total for 6 total for budget with PPI installation installation tax bus buses contingency request $424,706 $10,813 $25,612 $41,502 $502,633 $3,015,798 $75,395 $3,091,193
With the contingency, the requested total budget for this project is $38,168 (1.3%) over the CIP projected cost of the project. The 2019 Capital Budget will be updated accordingly. RECOMMENDATION TO COMMITTEE: Recommend the Board approve the purchase of six (6) 40-foot diesel powered coaches through the Washington State Cooperative Contract, from Gillig Corporation, for the contract amount of $3,091,193. COMMITTEE ACTION: RECOMMENDATION TO THE BOARD:
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel
SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 5A3 : AWARD OF CONTRACT LAUNDERED UNIFORM AND SUPPLIES SERVICE
REFERRAL COMMITTEE: N/A
SUBMITTED BY: Steve Blaska, Director of Operations Ralph Wilder, Manager Maintenance and Facilities & Grounds
SUMMARY: Spokane Transit’s (STA) current contract for Laundered Uniform and Supplies Service with Aramark expires February 28, 2018. In an effort to better understand industry standards for laundered services, STA staff met with representatives from the six (6) potential vendors for Laundered Uniforms on April 13, 2017. From the information gathered at those meetings, a scope of work for a new contract was developed. A Request for Proposals (RFP) to provide Laundered Uniforms and Supplies Service was advertised on October 16, 2017, in the Spokesman Review and on the STA website. Six (6) potential proposers received the RFP package by email. On November 6, 2017, three (3) responsive proposals were received from responsible vendors: Alsco, Aramark, and Cintas. The evaluation committee met on November 16, 2017. The committee was comprised of the Assistant Manager Facilities & Grounds, Assistant Manager Vehicle Maintenance, Contract Compliance Specialist, Purchasing Manager and two STA support staff. Criteria for evaluation included (1) Product/Service Cost, (2) Qualifications, Industry Experience & Financial Stability, (3) Previous Performance based on References, (4) Ability to meet Current & Future STA Requirements, and (5) RFP Compliance. The evaluation results are as follows: Proposer Avg. Score Rank Estimated 3-Year Amount Alsco 91.7 1 $196,043.64 Aramark 76 3 $182,574.60 Cintas 85 2 $289,364.40 The evaluation committee selected Alsco as the recommended contractor. The recommendation to award to Alsco is based on the scoring criteria, which measured each company in the five different performance measures. Alsco ranked number one based on Qualifications, Performance, Ability to Meet STA Requirements, and Compliance with RFP Requirements. Aramark, the current vendor, submitted the lowest price but scored the lowest of the three bidders in every category excluding price. Staff have experienced numerous on-going problems with their performance, such as shortage of uniforms and billing errors, which caused their proposal ranking to be lower than the other proposals. The award is for a three-year contract, with two (2) one-year options. Prices for first three contract years held firm. Contract years four and five, if options exercised, may be adjusted according to the Consumer Price Index for All Urban Consumers (CPI-U) All Cities Average. The CEO can approve contracts that are less than $200,000; however, since the three-year cost of this contract may approach that limit, staff is presenting for Board approval. Projected expenses under the current contract for 2017 are approximately $60,000. RECOMMENDATION TO COMMITTEE: Review and recommend the Board award contract to Alsco to provide Laundered Uniforms And Supplies Service to Spokane Transit, effective March 1, 2018, for a three year term, with two, one-year options as outlined above.
COMMITTEE ACTION:
RECOMMENDATION TO BOARD:
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 5A4 : APPROVAL OF SPOKANE POLICE DEPARTMENT AGREEMENT RENEWAL
REFERRAL COMMITTEE: N/A
SUBMITTED BY: Nancy Williams, Director of Human Resources
SUMMARY: Since 2005, Spokane Transit (STA) and Spokane Police Department (SPD) have utilized Interlocal Agreements which provide additional police presence in the vicinity of the STA Plaza. From 2005 through 2013, STA provided the equivalent funding for one SPD officer to be stationed in the Plaza. SPD matched that funding by providing a second officer. During this time, these were the only SPD officers dedicated to downtown Spokane beyond the Plaza. In 2014, SPD began instituting a new policing strategy. Part of that strategy was to establish a downtown precinct. This precinct was located in the Peyton Building, adjacent to the STA Plaza. In recognition of this new development, the STA/SPD Interlocal Agreement was modified. The new agreement provided for STA funding for one (1) officer and seven (7) parking spaces in the STA Plaza garage. The latest agreement expired in December 31, 2015. It was not renewed pending the need to accommodate changes created by the relocation of the precinct to the Intermodal Center. In May 2016, STA and SPD negotiated a new agreement which accomplished the same objectives that inspired the original agreement in 2005. STA’s interest is to have an increased SPD presence in/around the STA Plaza. As a regional transportation center, this location has the largest concentration of pedestrian activity in the downtown core. It is in the interest of transit customers, as well as the general public, that SPD is enabled to provide additional attention to this specific area. The agreement stipulates special-emphasis patrolling of the area in/around the STA Plaza. Key times of the day have been identified as to when this additional SPD presence would be most effective. In addition, the agreement establishes a special communications protocol between STA Transit Officers and the Downtown Precinct. This communications protocol allows for SPD to be alerted and respond accordingly to events that may not otherwise require a police response. Both of these measures help deter uncivil behavior that does not rise to criminal conduct, but has an impact on the overall environment. The cost to STA of the Interlocal Agreement is $86,900.00 for the period from January 1, 2018, to December 31, 2018. This is the same annualized rate charged under the previous agreements. A copy of the Agreement is attached for your information.
RECOMMENDATION TO COMMITTEE: Recommend the Board approve the Spokane Police Department Interlocal Agreement as presented.
COMMITTEE ACTION:
RECOMMENDATION TO BOARD:
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel INTERLOCAL AGREEMENT
FOR PLAZA POLICE SERVICES
This Interlocal Agreement (“Agreement”) is between the City of Spokane (“City”), a Washington State municipal corporation, and the Spokane Transit Authority (“STA”), a Washington State municipal corporation and special purpose district; individually referred to as “Party” and jointly referred to as the "Parties".
WHEREAS, STA and the Spokane Police Department (“SPD”) have had a longstanding partnership in providing a safe and secure environment in downtown Spokane; and
WHEREAS, STA desires to continue to support the effort of the City and the SPD to dedicate one (1) commissioned SPD police officer (“SPD Officer”) to the downtown Spokane area where STA services are delivered at its downtown transfer center, located at 701 W. Riverside Avenue, Spokane, WA (“The Plaza”); and
WHEREAS, a routine law enforcement presence consisting of SPD commissioned officers and STA Security officers (“STA Officers”) with SPD special commissions located in and around The Plaza and neighboring businesses helps to deter illegal activity in an area of high pedestrian activity in downtown Spokane; and
WHEREAS, the Parties desire to enhance police services provided in, at and around The Plaza and to assist in furthering enforcement efforts in the areas surrounding The Plaza; and
WHEREAS, Chapter 10.93 RCW, Washington Mutual Aid Peace Officers Powers Act, establishes the nature and scope of the authorization of and powers granted to specially commissioned officers by SPD and STA Officers are recipients of such special commissions from SPD; and
WHEREAS, Chapter 39.34 RCW, Washington's Interlocal Cooperation Act, permits governmental units to make the most efficient use of their powers by enabling them to cooperate with other localities on the basis of mutual advantage to perform functions, and provide services and facilities to each other and the public; and
WHEREAS, the City and STA desire to set forth the scope of funding, police services, special commissions and training requirements and opportunities to be provided in furtherance of the Parties’ mutual desire to provide for a routine law enforcement presence in and around the Plaza and neighboring areas.
NOW, THEREFORE, the Parties agree as follows:
November 29, 2017 2017-10068 Plaza Police Services Interlocal Agreement Page 1 of 8 1. PURPOSE. The purposes of this Agreement are to enable the City and SPD to dedicate one (1) commissioned City police officer (“SPD Officer”) to assist STA by providing police patrol services to the downtown area in the immediate vicinity of the Plaza and its surrounding areas, and to assist in furthering enforcement efforts for the benefit of the public in and around the downtown area; to provide STA Officers with required certifications and recertifications for SPD special commissions and control device training and certification; and, to provide STA Officers with additional law enforcement training opportunities as available and desired, under the following terms and conditions:
A. SPD Officer. The SPD Officer shall be assigned to the immediate vicinity of The Plaza and its surrounding areas to perform general patrol functions, and to conduct specific emphasis walk- throughs of the area. Emphasis walk-through will be conducted between the hours of 14:30 to 17:30, Monday through Friday, but may be adjusted to meet the demands of SPD calls, STA Security and those of the downtown service area.
i. Equipment. The City shall provide all equipment, including a marked police vehicle and/or bicycle for the SPD Officer.
ii. Office and Supportive Facilities. The SPD Officer shall be based out of the SPD downtown precinct, but shall have desk space as needed at the Plaza security office.
iii. Police Service Area. The general service area will be from the Spokane River, inclusive of Riverfront Park, to Interstate 90, and Division Street to Madison Street, or at other locations as mutually agreed upon in writing by both Parties.
iv. Adherence to City Policy and Procedures. While providing services pursuant to this Agreement, the Officer is obligated to discharge all duties of his or her office and to adhere to SPD policy and procedures at all times.
v. Duty to City. The Officer has a primary obligation to the City to discharge all duties of his or her office, to enforce all laws and ordinances, and to adhere to all police department policies, procedures, rules and regulations.
B. Communication. STA Officers shall be permitted to have direct communication with the SPD's downtown precinct for assistance in responding to low level disturbances. SPD shall respond to such calls in accordance with precinct priorities.
C. Mandatory Certification and Training of STA Officers.
i. Special Police Officer Training Certification. The SPD shall provide initial and annual Special Police Officer Training (“SPOT”) to STA Officers at no additional cost to STA. Successful completion of the 40 hour SPOT course is mandatory for all STA Officers prior to initially entering service as a SPD “specially commissioned Washington peace officer” as defined in RCW 10.93.020(5). To maintain certification as a SPD special commission officer, STA Officers are required to attend the 8 hour SPOT recertification course offered by the SPD each calendar year. Upon issuance of a SPD special commission, STA Officers shall be authorized to enforce provisions of the Spokane Municipal Code (SMC) as set forth on Exhibit A attached hereto and incorporated herein.
November 29, 2017 2017-10068 Plaza Police Services Interlocal Agreement Page 2 of 8 ii. Control Device Certification. The SPD will provide STA Officers initial certification and annual recertification training in Baton and oleoresin capsicum (OC) control devices. STA Officers are required to successfully complete this training and attend annual recertification training in order to carry and deploy these control devices. No other control devices may be used by STA Officers.
iii. Crisis Intervention Training. The SPD shall provide a 40 hour Crisis Intervention Training course for at least two (2) STA Officers each calendar year.
2. TERM. This Agreement shall commence January 1, 2018, and continue through December 31, 2018, unless terminated earlier in accordance with Section 9 herein.
3. COMPENSATION. STA shall pay the City, an amount not to exceed $86,900.00 (eighty-six thousand nine hundred and 00/100 dollars) as full compensation for everything furnished and performed under this Agreement.
4. PAYMENT. The City shall submit quarterly applications for payment addressed to the address specified in Section 6 herein. Payment to the City will be made by check within ten (10) days of receipt of invoice to the remittance address specified in Section 6 herein.
5. ADMINISTRATORS. This Agreement shall be administered by the Parties’ designated representatives below:
City of Spokane Spokane Transit Authority
Craig Meidl Mike Toole Chief of Police Manager, Safety & Security Spokane Police Department Spokane Transit Authority Administration Office 1230 W Boone Ave 1100 W Mallon Ave Spokane, WA 99201 Spokane, WA 99260-0001 E: [email protected] E: [email protected] P: (509) 325-6067 P: (509) 625-4115
6. NOTICES. All notices, requests, claims, demands and other communications shall be in writing and shall be signed by a person duly authorized to provide such notice. Notices permitted or requested to be given hereunder shall be deemed sufficient if given (1) in person; (2) by registered or certified mail, postage prepaid, return receipt requested; or (3) by facsimile or email, addressed to the respective contact of the Parties as set forth below, or as may be revised by like notice from time to time.
All notices shall be deemed to have been duly given (1) when delivered in person; (2) upon receipt after dispatch by registered or certified mail, postage prepaid; or (3) upon confirmation of receipt when transmitted by facsimile or a read receipt when transmitted by email.
November 29, 2017 2017-10068 Plaza Police Services Interlocal Agreement Page 3 of 8
City of Spokane Spokane Transit Authority
Craig Meidl Robert West Chief of Police Contracts Compliance Specialist Spokane Police Department Spokane Transit Authority Administration Office 1230 W Boone Ave 1100 W Mallon Ave Spokane, WA 99201 Spokane, WA 99260-0001 E: [email protected] E: [email protected] P: (509) 325-6000 P: (509) 625-4115 F: (509) 325-6036
Remittance Address: Accounts Payable:
Spokane Police Department Accounts Payable Administration Office Spokane Transit Authority 1100 W Mallon Ave 1230 W Boone Ave Spokane, WA 99260-0001 Spokane, WA 99201
7. INSURANCE. During the term of the Agreement, each Party shall maintain in force at its sole expense, the following insurance coverage(s):
A. The City is self-funded for its liability exposures including General Liability and Automobile Liability ($1.5 Million SIR) as well as Workers’ Compensation ($1.5 Million SIR). The City also carries excess General Liability Insurance to $15 Million and excess Workers’ Compensation Insurance to $10 Million. Should a covered loss occur in the fulfillment of this Agreement, the City shall provide payment under the terms of its self-funded insurance program.
B. STA shall maintain:
i. General Liability Insurance on an occurrence basis, with minimum limits of not less than $1,000,000 per occurrence and $2,000,000 in the aggregate for bodily injury and property damage to protect against legal liability arising out of the performance of this Agreement; and
ii. Automobile Liability Insurance with a combined single limit, or the equivalent of not less than $1,000,000 each accident for bodily injury and property damage, including coverage for owned, hired and non-owned vehicles; and
iii. Workers’ Compensation Insurance in compliance with Chapter 51.12.020 RCW, which requires subject employers to provide workers' compensation coverage for all their subject workers, and Employer's Liability Insurance in the amount of $1,000,000 per occurrence.
C. There shall be no cancellation, material change, reduction of limits or intent not to renew the insurance coverage(s) without sixty (60) days written notice from a Party or its insurer(s) to the other Party.
November 29, 2017 2017-10068 Plaza Police Services Interlocal Agreement Page 4 of 8 8. INDEMNIFICATION.
A. In addition to the duties of a commissioning agency under Ch. 10.93 RCW, the City shall defend, indemnify and hold harmless STA, its officers, employees and agents from any claim, damage, loss, liability, injury, cost and expense arising out of the negligence of the City, its officers, employees and agents in connection with this Agreement, except to the extent of the negligence of STA, its officers, employees and agents. If an action, claim or proceeding instituted by a third party is directed at work or action taken by the City solely on behalf of STA, its officers, employees and agents, STA shall defend, indemnify and hold harmless the City from any expenses connected with the defense, settlement or monetary judgment ensuing from such actions, claims or proceedings.
B. STA shall defend, indemnify and hold harmless the City, its officers, employees and agents from any claim, damage, loss, liability, injury, cost and expense arising out of the negligence of STA, its officers, employees and agents in connection with this Agreement, except to the extent of the negligence of the City, its officers, employees and agents or as provided by Ch. 10.93 RCW. If an action, claim or proceeding instituted by a third party is directed at work or action taken by STA solely on behalf of the City, its officers, employees and agents, the City shall defend, indemnify and hold harmless STA from any expenses connected with the defense, settlement or monetary judgment ensuing from such actions, claims or proceedings.
C. Each Party specifically assumes potential liability for actions brought by its own employees against the other Party, and solely for the purposes of this indemnification, each Party specifically waives any immunity under Title 51 RCW. The parties have specifically negotiated this provision.
9. TERMINATION. This Agreement may be terminated by either Party by submitting a written Notice of Termination to the other Party in accordance with Section 6 herein. The effective date of termination shall not be less than sixty (60) days from the date of Notice of Termination.
10. COMPLIANCE WITH LAWS. The Parties shall observe all federal, state and local laws, ordinances and regulations, to the extent they may be applicable to the terms of this Agreement.
11. VENUE. This Agreement shall be construed under the laws of the State of Washington. Any action at law, suit in equity or judicial proceeding regarding this Agreement or any provision hereto shall be instituted only in courts of competent jurisdiction within Spokane County, Washington.
12. ASSIGNMENT. Neither Party may assign its interest in this Agreement without the express written consent of the other Party.
13. ENTIRE AGREEMENT. This Agreement constitutes the entire agreement between the Parties and supersede all prior negotiations, representations and agreements between the Parties relating to the subject matter hereof.
14. MODIFICATION. No modification or amendment to this Agreement shall be valid until put in writing and signed with the same formalities as this Agreement.
15. SEVERABILITY. In the event any portion of this Agreement should become invalid or unenforceable, the remainder of the Agreement shall remain in full force and effect.
November 29, 2017 2017-10068 Plaza Police Services Interlocal Agreement Page 5 of 8 16. NONDISCRIMINATION. No individual shall be excluded from participation in, denied the benefit of, subjected to discrimination under, or denied employment in the administration of or in connection with this Agreement because of age, sex, race, color, religion, creed, marital status, familial status, sexual orientation including gender expression or gender identity, national origin, honorably discharged veteran or military status, the presence of any sensory, mental or physical disability, or use of a service animal by a person with disabilities. The Parties agrees to comply with, and to require that all subcontractors comply with, federal, state and local nondiscrimination laws, including but not limited to: the Civil Rights Act of 1964, the Rehabilitation Act of 1973, the Age Discrimination in Employment Act, and the American's With Disabilities Act, to the extent those laws are applicable.
17. ANTI-KICKBACK. No officer or employee of the City of Spokane or the Spokane Transit Authority, having the power or duty to perform an official act or action related to this Agreement, shall have or acquire any interest in the Agreement, or have solicited, accepted or granted a present or future gift, favor, service or other thing of value from or to any person involved in this Agreement.
18. COUNTERPARTS. This Agreement may be executed in any number of counterparts, each of which, when so executed and delivered, shall be an original, but such counterparts shall together constitute but one and the same.
19. RCW 39.34 REQUIRED CLAUSES.
A. Purpose. See Section 1 above.
B. Duration. See Section 2 above.
C. Organization of Separate Entity and Its Powers. No new or separate legal or administrative entity is created to administer the provisions of this Agreement.
D. Responsibilities of the Parties. See provisions above.
E. Agreement to be Filed. The City shall file this Agreement with its City Clerk and post it on its internet website, and STA shall file this Agreement in its usual fashion.
F. Financing. Each Party shall advise the other Party, during its yearly regular budget hearings, on the proposed budget changes (only) affecting this Agreement. Each Party shall be solely responsible for the financing of its contractual obligations under its normal budgetary process.
G. Termination. See Section 9 above.
H. Acquisition / Disposition of Property. Title to all property acquired by any Party in the performance of this Agreement shall remain with the acquiring Party upon termination of the Agreement. Jointly acquired property shall be divided in proportion to the percentage share of each Party contributing to its acquisition.
[signatures on the following page]
November 29, 2017 2017-10068 Plaza Police Services Interlocal Agreement Page 6 of 8 20. SIGNATURES. The Parties affirm that the individuals signing this Agreement have been granted the authority to do so and by their signature affirm that the Parties will comply with the terms and conditions of this Agreement.
City of Spokane Spokane Transit Authority
By: David Condon By: E. Susan Meyer Title: Mayor Title: Chief Executive Officer
Date: Date:
By: Craig Meidl Title: Chief of Police
Date:
Attest: Attest:
By: Terri Pfister By: Jan Watson Title: City Clerk Title: Clerk of the Authority
Date: Date:
Approved as to form: Approved as to form:
By: Michael Ormsby By: Laura McAloon Title: City Attorney Title: STA Attorney
Date: Date:
November 29, 2017 2017-10068 Plaza Police Services Interlocal Agreement Page 7 of 8 EXHIBIT A
STA TRANSIT OFFICERS AUTHORITY
Offenses related to safety and sanitation (Dog Poop) SMC/INFR 10.03.100 Possession Of Stolen Property 3rd degree SMC 10.05.064 Theft SMC 10.05.100 Urinating In Public SMC 10.06.015 Lewd Conduct SMC 10.06.020 Making a False/ Misleading Statement to a Public Servant; False Reporting. SMC 10.07.020.A Obstructing A Law Enforcement Officer SMC 10.07.032 Resisting Arrest SMC 10.07.034 Unlawful Discharge Of A Laser (Adult - Criminal) SMC 10.07.142 Unlawful Discharge Of A Laser (Juvenile-Civil) SMC 10.07.144 Littering less than or equal to 1 cu ft. Side Walk SMC/INFR 10.08.010.C.E1 Littering more than 1 CU FT Side Walk SMC/INFR 10.08.010.C.E2 Providing Tobacco To A Minor SMC 10.08.050 MIP Tobacco SMC/INFR 10.08.055 Littering Lit Tobacco Products SMC/INFR 10.08.112.D Open/Consume Alcohol In A Public Place SMC/INFR 10.08.200 MIP/Consuming Liquor Possess, Consume, or otherwise acquire. SMC 10.08.210.A.1 MIP/Consuming Liquor Public Place or Motor Vehicle exhibiting effects/Trained by Officer SMC 10.08.210.A.2 Downing Disorderly Conduct SMC 10.10.020 Pedestrian Interference SMC 10.10.025 Sit And Lie On Sidewalk In Retail Zone SMC 10.10.026 Regulation Of Solicitation SMC 10.10.027 Unlawful Bus Conduct SMC 10.10.100 Assault RCW 9A.36.041 Dangerous Weapons RCW 9.41.250 Weapons Apparently Capable of Producing Bodily Harm--Unlawful Carrying or Handling RCW 9.41.270 Criminal Trespass 1st SMC 10.12.050.A Criminal Trespass 2nd SMC 10.12.050.C Malicious Mischief Personal Property SMC 10.12.020.A.1 Malicious Mischief Graffiti SMC 10.12.020.A.2 Minor Possessing MJ SMC 10.15.100 Open Possession/Consumption Of MJ SMC/INFR 10.15.220
DOL auto reg. "when associated with investigations with report number." Commissioning authority only resides on the property of commissioned and county has not restricted what we can write for. To include buses, bus stops and park and ride lots. All minors are written under the RCW.
November 29, 2017 2017-10068 Plaza Police Services Interlocal Agreement Page 8 of 8 SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 5A5 : STA MOVING FORWARD PERFORMANCE MATRIX AND 2018 PERFORMANCE MEASURES
REFERRAL COMMITTEE: N/A
SUBMITTED BY: Karl Otterstrom, Director of Planning and Development Steve Blaska, Director of Operations
SUMMARY:
STA Moving Forward Performance Matrix
The implementation of STA Moving Forward (STAMF) is essential to STA fulfilling its commitment to voters, and improving and expanding public transportation for the region. Measuring performance and tracking progress is key. Staff will share how projects are being tracked and progress reported via the web, to include a project-tracking matrix. During 2018 the following projects, or operable project phases, are expected to be complete:
• West Plains Transit Center (Phase I) • Night and weekend bus service to Indian Trail • Division Street corridor, shelter sidewalk and larger buses (Phase I)
Additionally, the project to expand vehicle maintenance and storage capacity will be under construction, with substantial completion expected in the first half of 2019.
These projects, along with all other STA Moving Forward projects that have milestones in 2018, will be subject to ongoing tracking on the web and through quarterly reports.
2018 Performance Measures
The attached Staff Report presents the 2018 update to STA’s key operational Performance Measures. As in the past, each performance measure relates to a specific Spokane Transit priority. These quantifiable benchmarks demonstrate the agency’s commitment to accountability. These goals are aspirational in that staff set a high bar, which represents excellent performance.
The report lists STA’s proposed 2018 Performance Measures with annotations comparing each measure with what was adopted for 2017 and the status as of the end of 3rd Quarter. Items printed in red are new measures or updates for 2018.
Staff will provide more complete review of how STA performed against each 2017 measure in March when financial data for the year has been finalized.
Significant changes to current 2018 Performance Measures are:
• The ridership goals reflect the goals set forth in the Annual Strategic Plan: o Fixed Route: 1.5% growth from 2017 ridership. o Paratransit: 1.5% growth from 2017 ridership. o Vanpool: 2.5% growth from 2017 ridership. • Standardize Fixed Route and Paratransit On-Time Performance (OTP) goals at 93% for each service. This represents an increase to the Fixed Route goal and a slight decrease to the Paratransit goal. A 93% OTP would place STA in the top three ABBG performers for Fixed Route and the top 5 for Paratransit. A consistent goal between the two helps communicate that equal standards are applied when appropriate.
There are three new measures under Earn and Retain the Community’s Trust that relate to ease of use of the Fixed Route system. There is one new measure under Exemplify Financial Stewardship that relates to park and ride utilization.
RECOMMENDATION TO COMMITTEE: Recommend the Board of Directors approve the 2018 Performance Measures.
COMMITTEE ACTION:
RECOMMENDATION TO BOARD:
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel STA Moving Forward Projects Quarterly Progress Report Reporting Period: Q3 ‐ 2017 (as of September 30, 2017) Project Completed Project in Progress Project Not Started Target Completion STAMF Project Status Notes Estimate Extend Saturday night service past 11 pm
Better weekend service on Wellesley Avenue in North Spokane Add weekday service on Indiana Avenue between Spokane Valley Mall and Greenacres (Phase 1) Additional weekend trips and buses to Airway Heights (Phase 1)
2017 New Sunday service on North Nevada
Improve reliability for bus service on Division and Sprague Finalizing Phase I for bid in Spring 2018. Phase II Add sidewalks and shelters along North Division (Phase 1) in 2019. Introduce more mid‐day weekday trips along I‐90 between Spokane and Liberty Lake (Phase 1) Nights and weekend service on Indiana Avenue between Spokane Valley Mall and Greenacres (Phase 2) New night and weekend service to Indian Trail
2018 Expand and upgrade maintenance facilities to meet existing and projected Award of construction contract expected in growth requirements January 2018, completion in spring 2019. Construct West Plains Transit Center with Park & Ride at exit 272 on I‐90 (Phase 1) Construct Moran Prairie Park & Ride Property acquisition underway. Create frequent HPT "Lite" from North Monroe to South Regal with more sheltered stops
2019 Timing will depend on Moran Prairie Park & Ride Create new south commuter express from Moran Prairie Park & Ride completion Working with SCC and WSDOT; progress will Plan and construct Upriver Transit Center at SCC depend on final agreements. WSDOT now expects to phase‐in improvements Construct West Plains Transit Center interchange improvements (Phase 2) 2020‐2021. Direct service between Airway Heights and Medical Lake via WPTC 2020
Improve West Plains Rural Highway Stops
Implement Cheney HPT service
Additional weekday trips and buses to Airway Heights (Phase 2) Buses on order and will be deployed Fall 2018 Add larger buses to North Division routes (Phase 2) once curb changes allow for it at Plaza. Will seek board affirmation of station locations Central City Line (CCL) opens and Plaza bus operations are streamlined
2021 in Q4 2017. Improved routes/frequency to Hillyard
Direct service between Logan and Lincoln Heights neighborhoods
Add and improve service in West Central Spokane
2022 Construct a new Mirabeau Transit Center
Relocate and expand the Liberty Lake Park & Ride Provide Improved amenities and infrastructure for HPT Lite service on East Completed Phase I in Fall 2017. City is currently
2023 Sprague Avenue in design for Phase II. Direct, non‐stop peak hour service between Liberty Lake and Spokane Introduced 3 round trips in September 2017. Introduce more nights and weekend service along I‐90 between Spokane and 2024 Liberty Lake (Phase 2) Create an extension of HPT Lite service on I‐90 to Post Falls (ID) and Coeur 2025 d'Alene (ID) on a pilot basis
11/27/2017 DRAFT DRAFT 2018 Performance Measures
SPOKANE TRANSIT AUTHORITY Annotated copy to show comparison to 2017 Staff Report Approved: STA Board Meeting of December 21, 2017 SUBJECT: 2018 PERFORMANCE MEASURES
MISSION
• We are dedicated to providing safe, convenient and accessible public transportation services to Spokane region neighborhoods, businesses, and activity centers.
• We are leaders in transportation and a valued partner in the community’s social fabric, economic infrastructure, and quality of life.
OUR VISION • STA aspires to be a source of pride for the region.
PRIORITIES AND OBJECTIVES
1. Safety Emphasize safety of our customers and employees in all aspects of our operations
2. Earn and Retain the Community’s Trust Engender trust and accountability and satisfy and exceed the expectations of citizens, customers, and employees; increase ridership; operate an efficient, cost-effective operation; maintain tight control of operational, administrative, and capital expenditures of public resources; provide service that is responsive and tailored to the area’s needs.
3. Provide Excellent Customer Service Provide consistently high-quality service to customers at every interaction with Spokane Transit; be rated by customers, the community, and employees as providing excellent customer service as measured annually in surveys.
4. Enable Organizational Success Have a well-trained and highly productive workforce; promote healthy dialogue on important issues; reduce employee injuries.
5. Exemplify Financial Stewardship Operate an efficient, cost-effective operation; maintain tight control of operational, administrative, and capital expenditures of public resources; establish reasonable, user-based revenue targets; plan for future operational and capital needs
1
DRAFT 2018 Performance Measures
PERFORMANCE MEASURES
1. ENSURE SAFETY Emphasize safety of our customers and employees in all aspects of our operations. Performance Measures • Accident Rate Fixed Route Measurement – (1 measure) Preventable accidents Goal - 0.08 (or less) per 10,000 miles Measured - Quarterly No change from 2017 goal 2017 Actual: 0.09 Q3 YTD Paratransit Measurement – (1 measure) Preventable accidents Goal - 0.10 (or less) per 10,000 miles Measured - Quarterly No change from 2017 goal 2017 Actual: 0.16 Q3 YTD • Injury Rate (Employee Days Lost) Fixed Route Measurement – Work days lost due to injury Goal – 0.02 (or less) per 1,000 employee hours Measured - Quarterly No change from 2017 goal 2017 Actual: 0.02 Q3 YTD Paratransit Measurement – Workers Comp Lost Days Goal – 0.04 (or less) per 1,000 employee hours Measured – Quarterly No change from 2017 goal 2017 Actual: 0.04 Q3 YTD Maintenance Measurement – Workers Comp Lost Days Goal – 0.05 (or less) per 1,000 employee hours Measured - Quarterly No change from 2017 goal 2017 Actual: 0.03 Q3 YTD • Injury Rate (Employee Claims) Fixed Route Measurement – Claims per 1,000 hours Goal – 0.05 claims (or less) per 1,000 hours Measured – Quarterly No change from 2017 goal 2017 Actual: 0.07 Q3 YTD Paratransit Measurement – Claims per 1,000 hours Goal – 0.08 (or less) claims per 1,000 hours Measured - Quarterly No change from 2017 goal 2017 Actual: 0.09 Q3 YTD
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DRAFT 2018 Performance Measures Maintenance Measurement – Claims per 1,000 hours Goal – 0.09 (or less) claims per 1,000 hours Measured - Quarterly No change from 2017 goal 2017 Actual: 0.07 Q3 YTD
2. EARN AND RETAIN THE COMMUNITY’S TRUST
Engender trust and accountability and satisfy and exceed the expectations of citizens, customers, and employees; increase ridership; provide service that is responsive and tailored to the area’s needs.
Performance Measures • Ridership Fixed Route Measurement – Number of unlinked trips Goal – 1.5% increase from 2017 (approximately 10.45 million trips) Measured – Monthly 2017 Goal -- Sustain 2016 ridership level (approximately 10.3 million trips) 2017 Actual: -0.4% decrease Q3 YTD Paratransit Measurement – Number of unlinked trips Goal – 1.5% increase from 2017 (approximately 477,000 trips) Measured – Monthly 0.5 % increase from 2016 (approximately 470,000 trips) 2017 Actual: 1.2% increase Q3 YTD Vanpool Measurement – Number of unlinked trips Goal – 2.5% increase from 2017 (approximately 190,000 trips) Measured – Monthly Sustain 2016 ridership level (approximately 190,000 trips) 2017 Actual: -7.0% decrease Q3 YTD • Service Effectiveness Fixed Route Measurement – Passengers per revenue hour Goal –25 or above system wide average Measured – Quarterly No change from 2017 goal 2017 Actual: 25.34 / -2.0% Q3 YTD Paratransit Measurement – Passengers per revenue hour Goal – 3.0 Measured – Quarterly No change from 2017 goal 2017 Actual: 2.79 / -0.8% Q3 YTD • Customer Security Fixed Route Measurement – Response to two questions on annual survey: Customer assessment of personal safety & drivers’ driving safe Goal – 4.5 (or above) average Measured – Annually No change from 2017 goal
3
DRAFT 2018 Performance Measures
Paratransit Measurement – Response to two questions on annual survey: Customer assessment of personal safety & drivers driving safe Goal – 4.5 (or above) average Measured – Annually No change from 2017 goal • Public Outreach Agency Wide Measurement – Response to question on annual community survey: STA does a good job listening to the public. Goal – 4.5 (or above) average Measured – Annually No change from 2017 goal • Fixed Route Ease of Use Agency Wide Measurement – % of urbanized population with basic bus service within ½ mile walk Goal – 80% Measured – Annually
Measurement –% of Fixed Route Passenger boardings occurring at locations where passenger shelter is provided Goal – 58% Measured – Annually
Measurement – % of Population within area within ½ mile 15 minute frequency (minimum 12 hours per weekday) Goal – No change from 2016 baseline Measured – Annually
3. PROVIDE OUTSTANDING CUSTOMER SERVICE
Provide consistently high-quality service to customers at every interaction with Spokane Transit; be rated by customers, the community, and employees as providing excellent customer service as measured annually in surveys. Performance Measures • On Time Performance Fixed Route Measurement – 0 to 5 minutes from scheduled time point Goal –93% on time Measured – Monthly Goal increased based on experience in 2017. 2017 Goal: 90% 2017 Actual: 92.2% Q3 YTD Paratransit Measurement – 0 to 30 minutes from scheduled pick up time Goal – 93% on time Measured – Monthly Goal decreased slightly to mirror the Fixed Route goal. Both goals put STA in the top tier of American Bus Benchmarking Group performance. 2017 Goal: 95% 2017 Actual: 93.5% Q3 YTD
4
DRAFT 2018 Performance Measures
• Call Center Fixed Route Abandon Rate Measurement – Percent of calls abandoned in comparison to the total call volume Goal – 4% or below Measured – Monthly No change from 2017 goal Paratransit Abandon Rate Measurement – Percent of calls abandoned in comparison to the total call volume Goal – 4% or below Measured – Monthly No change from 2017 goal Fixed Route Service Level Measurement – The percent of time calls are answered within the goal period Goal – 90%/60 seconds Measured – Monthly No change from 2017 goal Paratransit Service Level Measurement – The percent of time calls are answered within the goal period Goal – 90%/60 seconds Measured – Monthly No change from 2017 goal
• Professionalism and Courtesy Fixed Route Measurement – Quality Counts survey response to: “Operator professional and courteous throughout the trip” Goal – 4.5 (or above) average on a scale of 1 to 5 Measured – Monthly No change from 2017 goal 2017 Actual: 4.78% Q3 YTD Paratransit Measurement – Quality Counts survey response to: “Operator professional and courteous throughout the trip” Goal – 4.5 (or above) average on a scale of 1 to 5 Measured – Monthly No change from 2017 goal 2017 Actual: 4.83% Q3 YTD Administration/Customer Service/Paratransit Reservations/Security Measurement – Quality Counts survey response to: “Employee was professional and courteous throughout the call/interaction” Goal – 4.5 (or above) average on a scale of 1 to 5 Measured – Monthly No change from 2017 goal 2017 Actual: 4.86% Q3 YTD
• Driver Announcements / Introduction Fixed Route Measurement – Quality Counts survey response to: “Published stops are announced” Goal – 95% (or above) average on Quality Counts surveys Measured – Monthly No change from 2017 goal 2017 Actual: 100% Q3 YTD
5
DRAFT 2018 Performance Measures
Paratransit Measurement – Quality Counts survey response to: “Operator identifying himself/herself at pick-up” Goal –90% (or above) average on Quality Counts surveys Measured – Monthly No change from 2017 goal 2017 Actual: 87.5% Q3 YTD
• Cleanliness of coach / van Fixed Route Measurement – Response to Quality Counts survey Goal –90% (or above) average on Quality Counts surveys Measured – Monthly No change from 2017 goal 2017 Actual: 100% Q3 YTD Paratransit Measurement – Response to Quality Counts survey Goal –90% (or above) on Quality Counts surveys Measured – Monthly No change from 2017 goal 2017 Actual: 100% Q3 YTD
• Complaint Rate Fixed Route Measurement – Number of complaints received Goal – 8 complaints (or less) per 100,000 boardings Measured – Monthly No change from 2017 goal 2017 Actual: 8.8 Q3 YTD Paratransit Measurement – Number of complaints received Goal – 8 complaints (or less) per 10,000 boardings Measured - Monthly No change from 2017 goal 2017 Actual: 8.5 Q3 YTD
• Maintenance Reliability Fixed Route Measurement – Number of Road Calls Goal – Less than 1 per 7,500 miles Measured - Monthly No change from 2017 goal 2017 Actual: 6,693 Q3 YTD Paratransit Measurement – Number of Road Calls Goal – Less than 1 per 75,000 miles Measured – Monthly No change from 2017 goal 2017 Actual: 66,283 Q3 YTD
6
DRAFT 2018 Performance Measures
4. ENABLE ORGANIZATIONAL SUCCESS
Have a well-trained and highly productive workforce; promote healthy dialogue on important issues. Have an active and engaged Board of Directors.
Performance Measures
• Training Rate (Employee) Fixed Route Measurement – Complete Advanced Operator Training Goal – 8 hours per Operator annually Measured – Quarterly No change from 2017 goal 2017 Actual: 77% Q3 YTD Paratransit Measurement – Complete Advanced Operator Training Goal – 8 hours per Operator annually Measured – Quarterly No change from 2017 goal 2017 Actual: 49% Q3 YTD Maintenance Measurement – 4 major component training events + variety of general professional classes Goal – Invest average of 25 hours per maintenance employee per year Measured - Annually No change from 2017 goal Managers/Supervisors/Administrative Measurement – Scheduled Professional Development Class Goal – 100% of population receive either on-site or off-site training event per year Measured – Annually No change from 2017 goal
• Annual Employee Feedback Fixed Route Measurement – Supervisor conducts formal ride check/ride along Goal – 100% of operators receive a successful evaluation on a ride check/ride along annually Measured - Quarterly No change from 2017 goal Paratransit Measurement – Supervisor conducts formal ride check/ride along Goal – 100% of operators receive a successful evaluation on a ride check/ride along annually Measured - Quarterly No change from 2017 goal
• Governance Board Development Measurement – Attendance at a transit-related conference/training event Goal – Two Board members attend annually Measured – Annually No change from 2017 goal 2017 Actual Q3 YTD: Three Board members attended APTA Legislative Conference and Four Board members attended APTA Annual Meeting / Expo
7
DRAFT 2018 Performance Measures
5. EXEMPLIFY FINANCIAL STEWARDSHIP
Operate an efficient, cost-effective operation; maintain tight control of operational, administrative, and capital expenditures of public resources; establish reasonable, user-based revenue targets; plan for future operational and capital needs.
Performance Measures
• Cost Efficiency Fixed Route Measurement – Cost per Revenue Hour Goal – below 95% of average cost of urban systems in Washington State Measured – Quarterly No change from 2017 goal 2017 Actual: 81.2% Q3 YTD Paratransit Measurement – Cost per Revenue Hour Goal – below 95% of average cost of urban systems in Washington State Measured – Quarterly No change from 2017 goal 2017 Actual: 70.3% Q3 YTD
• Cost Effectiveness Fixed Route Measurement – Cost per Passenger Goal – below 95% of average cost of urban systems in Washington State Measured – Quarterly No change from 2017 goal 2017 Actual: 64.8% Q3 YTD Paratransit Measurement – Cost per Passenger Goal – below 95% of average cost of urban systems in Washington State Measured – Quarterly No change from 2017 goal 2017 Actual: 58.1% Q3 YTD Park and Ride Performance - New Measurement – # of Park and Ride Lots performing to targeted utilization rates Goal – 7 of 12 Measured – Annually
• Cost Recovery from User Fees Fixed Route Measurement – Farebox Return Goal – at least 20% Measured – Quarterly No change from 2017 goal 2017 Actual: 17.7% Q3 YTD Paratransit Measurement – Farebox Return Goal – at least 5% Measured – Quarterly No change from 2017 goal 2017 Actual: 5.4% Q3 YTD
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DRAFT 2018 Performance Measures
Vanpool Measurement – Fare revenue compared to Operational and Administrative expenses (not including Special Use Vanpool) Goal – 100% Measured – Quarterly No change from 2017 goal 2017 Actual: 104.5% Q3 YTD
• Maintenance Cost Fixed Route Measurement – Cost per total mile by fleet Goal – $1.28 (or less) per mile Measured - Quarterly No change from 2017 goal until budget is approved in December 2017 Actual: $1.28 Q3 YTD Paratransit/Vanpool Measurement – Cost per total mile Goal – $0.92 (or less) per mile Measured – Quarterly Slight increase from 2017 goal due to increase in parts and labor costs 2017 Actual: $0.91 Q3 YTD
• Financial Capacity Financial Management Measurement – Adherence to approved Operating Budget Goal – Operate at, or below, budgeted expenditures Measured – Quarterly No change from 2017 goal 2017 Actual: Currently tracking below operating budget. Service Level Stability Measurement – Number of years current service level can be sustained Goal – 6 years Measured – Annually No change from 2017 goal Ability to Sustain Essential Capital Investments Measurement – Fully funded Capital Improvement Plan Goal – 6 years Measured – Annually No change from 2017 goal Public Perception Measurement – Answer to question on annual community survey: STA is financially responsible Goal – 4.5 (or above) on a scale of 1 to 5 Measured – Annually No change from 2017 goal
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SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONTITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 5B1 : DRAFT 2018 STATE LEGISLATIVE FOCUS AND PRIORITIES
REFERRAL COMMITTEE: N/A
SUBMITTED BY: E. Susan Meyer, CEO
SUMMARY: Each year the Board of Directors adopts a State Legislative agenda to guide the CEO during the session as she communicates Spokane Transit (STA) interests and priorities to the legislature. During the session, staff will watch for and analyze legislation that may pose a threat or offer new opportunities to Spokane Transit.
Because legislation affecting STA’s operations and/or service on the street may come forward at any time, the CEO requests authority from the Board to determine STA’s interest on specific pieces of legislation, convey those interests to legislators and others, and report to the Performance Monitoring and External Relations Committee and the Board during the legislative session.
The draft Spokane Transit Priorities for the 2018 Washington State Legislative session will be provided at the meeting.
RECOMMENDATION TO COMMITTEE: Review and recommend the Board approve the 2018 State Legislative Priorities as presented and grant authority to the CEO to determine STA’s interest on specific pieces of legislation, convey those interests to legislators and others, and report to the Performance Monitoring and External Relations Committee and the Board during the legislative session.
COMMITTEE ACTION:
RECOMMENDATION TO BOARD:
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel DRAFT
Spokane Transit Authority Focus and Priorities for the Washington State Legislative Session January 8 to March 9, 2018
General Focus:
Monitor and provide information to the Washington State Legislature on proposed legislation that may, either positively or negatively, impact STA and/or the Spokane region, including, but not limited to legislation regarding:
Transit Operations Budgets -- Transportation/Operating/Capital Governance Grant Opportunities/Regulations PTBA Regulations Human Resources Open Public Meetings Act Pension Funding Public Records Act Commute Trip Reduction Act Distracted Driving Alternative Fuel Regulations Transit Security Carbon Emission Regulations/Rules
Specific Priorities:
1. Maintain decision making for public transportation by local, elected public officials.
2. Preserve current state investments in public transportation. a. Connecting Washington grant: $15M for Central City Line (2015-2017 $3M, 2017-2019 $6M, 2019-2021 $6M) b. Regional Mobility grants (see #3. below) c. Special Needs formula grants: $1.639M (estimated 2018)
3. Regional Mobility Grants 2017 – 2019 a. Spokane Falls Community College Station $2.128M b. West Plains Transit Center $7.05M c. Upriver Transit Center (Spokane Community College) $3M d. Monroe/Regal High Performance Transit $3.925M e. Central City Line (2015-2017 $2.2M carryover)
4. Support additional state funding for public transportation (e.g. fleet replacement formula grants).
SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 6A : THIRD QUARTER 2017 PERFORMANCE MEASURES
REFERRAL COMMITTEE: N/A
SUBMITTED BY: Steve Blaska, Director of Operations
SUMMARY: A complete set of the 3rd Quarter 2017 Performance Measures is attached to this packet. Staff will be prepared to address any questions about any measure. The complete report will also be posted to the STA website. The following is a summary of significant measures that are of particular interest or the committee has provided guidance for staff to highlight on a routine basis. Earn and Retain the Community’s Trust Ridership Ridership for Fixed Route ended the quarter down 0.4% compared to our ridership year in 2016. Fixed Route provided 7,677,977 trips in 2017 vs. 7,712,203 in 2016. We expect to meet out 2017 ridership goal to match 2016 ridership by the end of the year. STA’s goal in Paratransit is to manage growth and maintain a 0.5% increase over 2016 ridership level. At the end of the 3rd Quarter, Paratransit ridership is 1.2% higher than in 2016 (357,888 vs. 353,766 in 2016). By the end of the 2017, we expect Paratransit ridership to be approximately 1.5% higher than 2016. • STA’s Paratransit ridership growth has been successfully managed since 2005. From a high of 521,000 trips in 2009, staff have been successful in reducing demand to approximately 468,000 trips in 2016. This has been accomplished through a combination of creative programs such as In-Person Assessments, Mobility Training, Special Use Van Program, and the Van Grant Program. • The most recent months indicate that the previous conditions that helped constrain growth may have reached their maximum impact and we expect growth in Paratransit demand to be the trend going forward. Third quarter Vanpool ridership decreased in 2017 by 7.0% (137,094 vs. 147,459 in 2016). STA’s goal was to maintain ridership this year. The number of vans in service has shown a slight gain in recent months, so we expect to finish the year at approximately 3.4% below our goal. • Vanpool ridership is starting to recover from the drop in participation with lower gas prices combined with the loss of several vanpool groups from one employer, Triumph. Triumph’s strike and subsequent restricting of its workforce and shift schedules resulted in a reduction of several vanpool groups from that large employer. • Our prognosis is that vanpool is experience iterative growth going forward. The recent approval of the Flexible Vanpool option will also make this option more attractive to employers. Passengers per Revenue Hour (PPRH) Fixed Route PPRH was 25.3 • This is above of the goal of 25. Staff expected our 3rd Quarter performance to be slightly lower than what we will end the year. Lower ridership in the summer as well as the introduction of more service late at night and weekends tends to lower PPHR performance. It is important to note that no other urban transit in Washington State, other than King County Metro, delivers more than 25 PPRH. In fact, none of these other urban transit in Washington State delivered more than 22 PPRH in 2016. Paratransit PPRH was 2.79 • This is just short of the goal of 3.0 PPRH. Similar to the Fixed Route goal, the PPRH goal is a very aspirational goal. For a pure, Paratransit operation, performance goals of 2.5 are common. In the American Bus Benchmarking Group (ABBG), the average passenger boardings per total vehicle hour (a slightly different measurement) was less than 2.0. STA was in the top 5 with an average of just under 2.5. Provide Excellent Customer Service Professional and Courteous • The company-wide average for “professional and courteous” rating exceeded the goal of a 4.5 (or above) average (on a 5 point scale) from customer observations in our Quality Counts! Survey Program. STA’s overall average was 4.82. On Time Performance • At 92.2%, Fixed Route exceeded STA’s goal of 90% of trips running on time (on time is measured as a bus departing between 0 to 5 minutes from the scheduled departure time). Due to the success in meeting the 2016 goal of 85%, staff raised the goal to 90% for 2017. We anticipate exceeding this goal in 2017, so we are proposing to raise our goal again in 2018. • Paratransit on time performance was 93.5%, slightly short of the goal of 95%. Similar to other goals, a 95% on time performance rate is an aspirational goal. The ABBG average is slightly under 90%. STA was in the top five performers in the ABBG in 2013, when this statistic was last collected. In order to standardize our performance targets, we will be proposing to establish a slightly lower goal of 93% in 2018. Enable Organizational Success Operator Ride Checks • Fixed Route and Paratransit both are on target to meet the respective goals of 100% successful ride checks for all active coach and van operators. Exemplify Financial Stewardship Cost per Passenger • Fixed Route and Paratransit both far surpassed STA’s goal to keep the cost per passenger less than 95% of the average cost of the urban systems in Washington State. We do much better than that goal. It should be noted; however, that 3rd Quarter data may be skewed in a positive manner due to the timing lag of some outstanding payments. Most significant are the fuel and contracted service payments from MV.
o Fixed Route cost per passenger was $4.74. This is 64.8% of the urban systems’ average. o Paratransit cost per passenger was $27.28. This is 58.1% of the urban systems’ average. Cost Recovery from User Fees (Farebox Recovery). • Fixed Route farebox recovery at 17.2%, well below the goal of 20%. The Board-approved fare changes in 2017 and 2018 will help restore this recovery ratio. However, it is important to note that ridership will also need to be restored to 2015 ridership levels in order to meet/exceed the 20% goal. It is too early to tell the impact of the first phase of the fare increase on July 1, 2017. Fourth quarter performance will be a better indicator of this change. • Paratransit farebox recovery is at 4.9%, which is close to the goal or 5%. Similar to the cost per passenger measure, this result is skewed in a positive manner due to outstanding payments to MV and fuel bills. Ensure Safety Preventable Accident Rate. • Fixed Route is slightly higher than our goal of 0.08 or fewer accidents per 10,000 miles, coming in at 0.09 through the 3rd Quarter. • At 0.16, Paratransit was higher than STA’s goal of 0.10 or fewer preventable accidents per 10,000 miles. Of the 17 accidents for Paratransit, eight had zero damage; only two had damage greater than $2500. Many of the accidents were the result of minor collisions with fixed objects while negotiating in tight spaces. Advanced driver training in how to manage space around vehicles (“air-gap training”) was conducted as part of van operator advanced training this summer
RECOMMENDATION TO BOARD: Information only.
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 6B : 2017 FIXED ROUTE PASSENGER SURVEY
REFERRAL COMMITTEE: N/A
SUBMITTED BY: Beth Bousley, Director of Communications and Customer Service
SUMMARY: Spokane Transit Authority (STA) commissioned Robinson Research, procured through a bidding process, to conduct the 2017 On-Board Fixed Route Passenger survey of no fewer than 1,700 bus riders. Quotas were established for time of day, day of the week, and specific routes. STA provided the information to Robinson Research from which the quotas were established. The surveys commenced on the morning of Saturday, April 1, 2017, and concluded on the evening of Wednesday, April 5, 2017. This survey tracks back across four earlier replications and comparisons are made where appropriate.
Staff will provide a presentation of significant results (attached).
A copy of the complete summary report is enclosed with this packet for your information.
RECOMMENDATION TO COMMITTEE: Information only.
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel
2017
STA Fixed Route Bus Passenger Survey
Robinson Research was commissioned by Spokane Transit Authority to administer, tabulate data, and analyze results for the 2017 on-board “Spokane Transit Authority
Fixed Route Bus Passenger Survey.”
0
TABLE OF CONTENTS
METHODOLOGY 3
EXECUTIVE SUMMARY 4 DATA
Bus route sampling 6 Time of day sampling 7 Satisfaction with STA bus service 8 Likelihood of recommending STA 9 Perceptions of bus service 10 Perceptions of customer service 13 Recommendations for improvement 15
BUS PASSENGER CHARACTERISTICS
Origin of bus trips 17 Wait time at the bus stop 18 Destination of bus trips 19 Method of getting to the bus stop 20 Length of walk to bus stop 21 Number of transfers required to arrive at destination 22 Length of entire bus trip 23 Frequency of bus travel 24 Typical bus travel days 25 Experience riding the bus 26 Riding frequency compared to one year ago 27 Reasons for riding the bus more 28 Reasons for riding the bus less 29 Who paid for your pass/fare today 30 Trip payment sources 31
1 Type of Fare 32 Alternate method of travel if transit not available 33 Top reasons for riding the bus 34 Reliance on bus service 35 Bus pass purchase location 36 STA information sources 37 STA information sources by age 38
DEMOGRAPHIC PROFILE OF RESPONDENTS
Incidence of a valid driver’s license 39 Licensed working cars in household 40 Riders with both a valid driver’s license and a working car 41 Gender of respondents 42 Age of respondents 43
2 METHODOLOGY
Robinson Research was commissioned by Spokane Transit Authority (STA) to conduct the on-board Fixed Route Passenger survey of no fewer than 1,700 bus riders. Quotas were established for time of day, day of the week, and specific routes. The information from which the quotas were established was provided to Robinson Research from STA. A total of 1,845 surveys were collected, however, not all surveys were filled out in their entirety. Robinson Research normally includes the entire sample size (in this case 1,845), and provides a “no data given” category for each question. In order to remain consistent with the analysis and reporting methodology by other vendors since 2010, this study shows a varying sample size for each question instead of a consistent n=1,845 with a “no data given’ category.
The surveys commenced on the morning of Saturday, April 1st, and concluded on the evening of Wednesday, April 5th. All subset quotas were met or exceeded in the data collection and no data weighting schemes were employed. This survey tracks back across four earlier replications and comparisons are made where appropriate. STA provided Robinson Research with an Executive Summary Report conducted in 2015 by another vendor. The 2015 report contained summary information pertaining to prior replications but did not include the raw data from which the most sophisticated comparisons could be made in this report. Robinson Research relied upon the data report from the 2015 report for tracking back to the previous three replications.
Questions regarding this may be directed to:
William D. Robinson President, Robinson Research 1206 North Lincoln, Suite #200 Spokane, WA 99201 (509) 489-4361
3 EXECUTIVE SUMMARY
Although Robinson Research has not been commissioned to conduct the analysis and reporting for several years prior to 2017, it has been the sub-contractor responsible for the on-board data collection and basic tabulation for all recent replications.
The single most significant finding is how consistent responses to this survey have been throughout its history. Purely quantitative questions have shown only minor shifts throughout the history of the study. Nearly all of the apparently noteworthy shifts have been in responses to unaided and/or open-ended questions, which allow for a large array of responses and an inherently subjective coding process, both of which are vulnerable to more variation across the replications. Overall satisfaction (Q2) has remained very consistent and very good over the five replications. This is further evidenced by consistency and admirable ratings in the measuring of eleven service attributes in the Q29 series. When asked how likely they would be to recommend STA, half chose the highest two points on an eleven-point scale. Reasons pertaining to the bus being a desired transportation mode greatly outnumbered reasons suggesting that riding the bus was a secondary choice. Among the eleven tested attributes, Driver driving safely, Driver courtesy, and Passenger personal safety on the bus rated highest. Freedom from obnoxious behavior from other riders (3.83 on a five-point scale) was the only attribute rated below 4.00. Throughout all five replications, the average scores for these attributes have shown a narrow spread from highest to lowest and by any reasonable interpretation would be considered quite favorable. Variations which could be deemed atypical to a statistically significant degree were very rare and none were cause for consternation. Riders were asked to provide a single recommendation to make STA service better. Responses clustered heavily around more frequent routes and extended hours. Fewer than one-in-twenty suggested anything pertaining to how the drivers could be better. Three-in-five trips originated from a bus stop near the rider’s home. The majority reported waiting five minutes or less for the bus. Three-fourths reported having walked to the bus stop compared to only one-in-seven who indicated they had transferred from another route. Two- thirds reported walking five minutes or less to get to the bus stop. Reported route transfers were higher in 2017 than in the other four replications.
4 The most commonly reported entire length of time spent accessing and riding the bus was 31- 60 minutes (37%) followed closely by 15-30 minutes (30%). This has remained quite consistent across all five replications. Three-in-ten reported typically riding five days a week followed by one-fourth who reported riding seven days a week. There were very few respondents who reported riding the bus on Saturdays, Sundays, or Holidays, but not weekdays. Two-in-five have been riding the bus for five or more years. Nearly half reported riding the bus more than they had one year ago. Two-thirds reported that they paid for their bus fare or pass themselves. Three-in-ten cited a non-motorized alternative if transit had not been available for the trip upon which they were surveyed. When asked to check the reasons for choosing to ride the bus, the most common response, selected by half, was simply that the bus meets their needs. Two-in-five reported that bus service was their only form of transportation and a comparable number reported that it provides more than half of their transportation. These responses have remained very consistent across all replications. The STA Plaza was under extensive remodeling at the time of this survey. Not surprisingly, purchases of bus passes at the Plaza (48%) were down four percentage points compared to 2015 (52%). The earlier three replications showed Plaza purchases at 61-65%. In 2017, the STA Plaza was the most commonly selected source of information about STA services. In the 2015 sampling, the most commonly mentioned source of information was the internet. Whenever Robinson Research has been commissioned to perform analysis and reporting, it has isolated a subset of riders who possess both a valid driver’s license and at least one functioning motor vehicle. The reason for this is because this subset could be expected to have the most choice in whether to ride the bus. In nearly all respects, this subset differed very little from the overall sampling.
5 BUS ROUTE SAMPLING
What is the number of the bus route you are riding right now?
April 2017 (n=1,845)
25 Division 11% 90 Sprague 10% 20-33 City Loop North 9% 66 Cheney/EWU 5% 24 Monroe 5% 34-44 City Loop South 5% 27 Hillyard 4% 43 Lincoln/37th 3% 39 Mission 3% 32 Trent/Montgomery 3% 21 West Broadway 3% 29 Spokane Community College 3% 26 Lidgerwood 3% 28 Nevada 3% 23 Maple/Ash 3% 61 Highway 2/Browne's Addition 3% 45 Regal 3% 94 East Central/Millwood 3% 96 Pines/Sullivan 2% 97 South Valley 2% These routes each add up to less than 1%. 60 Airport/Browne's Addition 2% 01 Plaza Arena Shuttle – 9 riders 68 Cheney Local 2% 165 Cheney Express – 9 riders 22 NW Blvd 2% 62 Medical Lake – 1 rider 2 Southside Medical Shutttle/Plaza & Arena 2% 124 North Express 1% 173 Valley Transit Center 1% 174 Liberty Lake Express 1% 42 South Adams 1%
6 DAY OF THE WEEK AND TIME OF DAY SAMPLING
Day of the Week and Time of Day Sampling
April 2017 (n=1,845)
Sunday 12% The percentages do not add to Saturday 14% 100% due to rounding.
Weekday 5am-8:59am 16%
Weekday 9am-2:59pm 22%
Weekday 3pm-5:59pm 17%
Weekday 6pm-12:00am 20%
7 SATISFACTION WITH STA BUS SERVICE
Q2 How would you rate your satisfaction with the bus service from STA?
Those who reported riding less tended to give somewhat lower satisfaction ratings.
Q2 How would you rate your satisfaction with the bus service from STA?
April 2017 (n=1814) May 2015 (n=1,782) Dec 2013 (n=1,624) Nov 2012 (n=1,714) Sept 2010 (n=2,031)
43%43% 43% 43% 42% 40% 39% 39% 38%
34%
15% 12% 12%
8% 8% 8% 6% 6% 6% 5% 2% 2% 2% 2% 2%
Excellent Good Average Fair Poor
8 HOW LIKELY ARE YOU TO RECOMMEND STA?
Q3 How likely would you be to recommend STA bus service to a friend, colleague, or family member?
Data was only available for the last two replications. Half were either a nine or a ten on the scale.
Q3 How likely would you be to recommend STA?
April 2017 (n=1,810) May 2015 (n= not available)
10 Very Likely 37% 37%
9 13% 14%
8 18% 16%
7 10% 11%
6 5% 7%
5 7% 7%
4 4% 3%
3 2% 2%
2 1% 1% The percentages 1 1% do not add to 1% 100% due to 0 Not very likely 1% rounding. 1%
9 PERCEPTIONS OF BUS SERVICE
Q29 How do you rate the following aspects of the current bus service? A 5 means excellent and a 1 means poor. These responses are for April 2017.
Q29 How do you rate the following aspects of the current bus service? (April 2017)
5 - Excellent 4 3 2 1 - Poor
66% 25% Driver driving safely (n=1,724) 7% 1% 1% 63% 27% Driver courtesy (n=1,728) 8% 1% 1% 61% 27% Your personal safety on the bus (n=1,714) 10% 1% 1% 59% 26% Schedule & maps easy to understand (n=1,705) 11% 3% 1% 58% Driver's clear & timely announcement of stops 27% 11% 3% (n=1,670) 1% 57% 26% Convenience of transfer (n=1,657) 13% 3% 2% 52% 33% Condition of buses (n=1,686) 12% 2% 1% 51% 29% Schedule reliability of buses (n=1,693) 14% 4% 2% 49% 26% Frequency of buses on your route (n=1,692) 16% 5% 4% 48% 33% Cleanliness of bus interior (n=1,710) 15% 2% 2% 38% Freedom from obnoxious behavior of other riders 28% 20% (n=1,645) 7% 7%
10 PERCEPTIONS OF BUS SERVICE: AVERAGES
Q29 How do you rate the following aspects of the current bus service? A 5 means excellent and a 1 means poor.
Q29 How do you rate the following aspects of the current bus service? (Averages based on a 1-5 scale) No data is available for April 2017 May 2015 Dec 2013 Nov 2012 Sept 2010.
4.56 4.60 Driver driving safely 4.54 4.49 4.51 4.43 Driver courtesy 4.41 4.37 4.45 4.49 Your personal safety on the bus 4.44 4.35 4.39 4.47 Schedule & maps easy to understand 4.41 4.29 4.38 4.40 Driver's clear & timely announcement of stops 4.14 4.12 4.33 4.31 Convenience of transfer 4.24 4.18 4.31 4.34 Condition of buses 4.29 4.24 4.24 4.28 Cleanliness of bus interior 4.25 4.17 4.21 4.24 Schedule reliability of buses 4.2 4.17 4.11 4.16 Frequency of buses on your route 4.15 3.99 3.83 3.76 Freedom from obnoxious behavior of other riders 3.87 3.72
11 PERCEPTIONS OF BUS SERVICE: GRAND AVERAGES
Q29 How do you rate the following aspects of the current bus service?
This graph shows another way to look at the data from the series of questions in Q29. For ease of interpretation the data in the following graph represents the Grand Averages for all eleven tested service attributes in each replication of the study. The differences across the last three replications are negligible.
Q29 How do you rate the following aspects of the current bus service? (Grand Averages)
4.32 4.30
4.26
4.19
April 2017 May 2015 Dec 2013 Nov 2012
12 PERCEPTIONS OF CUSTOMER SERVICE: 2017
Q30 How do you rate the following Customer Service aspects?
This graph represents April 2017 results only.
Q30 How do you rate the following customer service aspects? (April 2017 data)
Freedom from obnoxious behavior of other riders (n=1,645) Cleanliness of bus interior (n=1,710) Frequency of buses on your route (n=1,692)
Averages 49% Customer Service Call Center – 4.35 48% Customer Service Dept. when you purchase a bus pass – 4.47 38% Customer Service Call Center in assisting with a trip plan – 4.36 33% 28% 26% 20% 15% 16%
7% 7% 4% 5% 2% 2%
1 - Poor 2 3 4 5 - Excellent
13 PERCEPTIONS OF CUSTOMER SERVICE: AVERAGES
Q30 How do you rate the following Customer Service aspects?
Q30 How do you rate the following Customer Service aspects? (Averages for 2017 and three prior replications)
Customer Service Dept when you purchase a bus pass Customer Service Call Center in assisting you with a trip plan Customer Service Call Center
4.49 4.47 4.45 4.42 4.41 4.36 4.35 4.33 4.33 4.29 4.24 4.22
April 2017 May 2015 Dec 2013 Nov 2012
14 RECOMMENDATIONS FOR IMPROVEMENT
Q39 If you could pick one thing to make STA’s service better, what would it be?
It was not possible to determine how these open-ended comments were coded by the other vendors in 2015 and previously. These coded open-ended comments show more variation across replications than do the responses to other closed-ended questions. The apparent differences between the suggestions across the five replications are more than likely due to differences in the verbatim coding protocols than actual shifts in rider preferences.
Q39 If you could pick one thing to make STA’s service better, what would it be?
April 2017 (n=1,057) May 2015 (n=1,008) Dec 2013 (n=833) Nov 2012 (n=924) Sept 2010 (n=1,319)
19% 18% More frequent routes in general 18% 17% 19% 15% 17% More frequent routes on weekends 14% 13% 10% 11% Extend hours on the weekends
5% 5% Have the bus be on time 7% 6% 4% 5% 6% Have buses run later at night 0% 3% 5% 4% Extend hours on weekdays
4% New in 2017 Add more routes to new locations Extend hours on weekend 4% Extend hours on weekdays More bus stops Add more routes to new locations More bus stops 4% 5% Better/fewer rude bus drivers 5% The remaining 26% were other comments 5% 6% each of which did not add up to 1%. 3% 5% Fewer obnoxious riders 4% 5% 4%
15
BUS PASSENGER TRAVEL CHARACTERISTICS
16 ORIGIN OF BUS TRIP
Q5 Where did you begin your bus trip? (Q6 was intersection information of which there were far too many to support analysis. There may be a GIS analysis conducted by another entity.)
Q5 Where did you begin your bus trip?
April 2017 (n=1,763) May 2015 (n=1,794) Dec 2013 (n=1,674) Nov 2012 (n=1,674) Sept 2010 (n=2,033)
61% 62% Home 61% 62% 58% 9% 4% Errands/Personal business 6% 7% 5% 9% STA Plaza STA Plaza was a new category in 2017
7% 9% University/College 7% 6% 0% 6% 9% Work 10% 11% 9% 2% 1% Park and Ride 1% 1% 8% 2% 3% Entertainment 0% 2% 1% 2% 3% High School 3% 2% 0% 2% 5% Other 9% 4% 7%
17 WAIT TIME AT THE BUS STOP
Q7 How long did you wait for the bus? (Q6 was intersection information of which there were far too many to support analysis. There may be a GIS analysis conducted by another entity.)
Many factors can affect the time a rider waits at the bus stop. Length of wait time was not necessarily indicative of anything specific pertaining to how the bus service is operated.
Q7 How long did you wait for the bus?
April 2017 (n=1,632) May 2015 (n=1,668) Dec 2013 (n=1,429) Nov 2012 (n=1,558) Sept 2010 (n=2,025)
11% 8% More than 15 minutes 10% 11% 20%
10% 9% 11-15 minutes 9% 9% 2%
27% 24% 6-10 minutes 26% 28% 25%
46% 53% 1-5 minutes 51% 47% 46%
6% 6% Did not wait 4% 4% 5%
18 DESTINATION OF BUS TRIPS
Q8 Where are you going?
Errands, personal business, and shopping appear to be up a bit compared to 2015.
Q8 Where are you going?
April 2017 (n=1,753) May 2015 (n=1,711) Dec 2013 (n=1,556) Nov 2012 (n=1,693) Sept 2010 (n=2,033)
28% 30% Home 27% 27% 29% 18% 13% Errands/Personal business 15% 17% 15% 17% 22% Work 24% 22% 21% 11% 6% Shopping 7% 7% 7% 10% 14% University/College 11% 11%
7% 5% Entertainment 4% 4% 4% 5% 3% Other 3% 4% 7% 3% 4% Medical 5% 6% 3% 1% 3% High School 4% 2%
19 METHOD OF GETTING TO THE BUS STOP
Q9. How did you get to the bus stop to board this specific bus?
Q9 How did you get to the bus stop to board this specific bus?
April 2017 (n=1,766) May 2015 (n=1,731) Dec 2013 (n=1,597) Nov 2012 (n=1,707) #REF!
77% 74% Walked 74% 74%
14% 15% Transferred from another route 15% 12%
3% 3% Dropped off 5% 7%
3% 5% Drove to a Park & Ride 4% 4%
2% 3% Biked/Skateboarded* 1% 2% *Skateboarded was added this year.
1% 1% Carpooled & parked 1% 1%
0% 0% Other 0% 0% 1
20 LENGTH OF WALK TO BUS STOP
Q10 How long did it take you to walk to the bus stop?
Asked of respondents who said “walked” in Q9.
Q10 Length of walk to the bus stop
April 2017 (n=1,362) May 2015 (n=1,274) Dec 2013 (n=1,187) Nov 2012 (n=1,264)
52%
45% 45% 44%
27%
22% 23% The 19% 19% 19% percentages do 18% 18% not add to 100% due to rounding. 8% 7% 6% 6% 6% 4% 4% 3%
Less than 1 minute 1 to 5 minutes 6 to 10 minutes 11 to 15 minutes More than 15 minutes
21 NUMBER OF TRANSFERS REQUIRED TO ARRIVE AT DESTINATION
Q11 How many transfers will you make today in order to reach your final destination?
Number of transfers was somewhat higher in 2017 than in 2015 and earlier replications.
Q11 How many transfers will you make today in order to reach your final destination?
April 2017 (n=1,734) May 2015 (n=1,675) Dec 2013 (n=1,520) Nov 2012 (n=1,647) Sept 2010 (n=1,980) Averages 35% 38% 37% April 2017 – 2.07 35% 35% May 2015 – 1.51 Dec 2013 – 1.61 30% Nov 2012 – 1.59 28% 28% 27% 25% Sept 2010 – 1.53 25% 25% 25% 23%
The percentages do not add to 100% due to rounding. 10% 8% 7% 7%7%7% 7% 5% 4%4%4% 3% 2% 2% 2%2%
None 1 2 3 4 5+
22 LENGTH OF ENTIRE BUS TRIP
Q13 How long do you expect your entire trip to take, including walking, waiting, and transferring?
Q13 How long do you expect your entire trip to take, including walking, waiting, and transferring?
April 2017 (n=1,574) May 2015 (n=1,665) Dec 2013 (n=1,486) Nov 2012 (n=1,636) Sept 2010 (n=1,944)
38% 40% 38% 38% 37%
29% 32% 30% 29% 29%
The percentages do not add to 100% due to 11% rounding. 12% 11% 10% 10% 9% 8%8%8%8%8% 7%7% 7%7% 6% 6% 6%6% 5%
Less than 15 min 15-30 min 31-60 min 61-90 minutes 91-120 min More than 120 min
23 FREQUENCY OF BUS TRAVEL
Q14 In a seven-day week, about how many days do you usually ride the bus?
Q14 In a seven-day week, about how many days do you usually ride the bus?
April 2017 (n=1,676) May 2015 (n=1,688) Dec 2013 (n=1,578) Nov 2012 (n=1,679) Sept 2010 (n=1,974)
25% 26% 7 23% 23% 24% 14% 13% 6 16% 12% 16% 30% 35% 5 38% 39% 36% 11% 11% 4 8% 9% 9% 9% 7% 3 8% 7% 6% 6% 5% 2 4% 6% 5% 4% 2% 1 3% 3% 4% 1% 1% None 1% 1% 0%
24 TYPICAL BUS TRAVEL DAYS
Q15 Do you usually ride on. . .?
Multiple responses were accepted for this question; therefore, it is normal for the bars to add to more than 100%.
Q15 Do you usually ride on. . .? (Multiple responses accepted)
Weekdays Saturdays Sundays Holidays
April 2017 (n=1,676) 96% 50% 39% 27%
May 2015 (n=1,742) 98% 43% 33% 24%
Dec 2013 (n=1,612) 98% 49% 36% 27%
Nov 2012 (n=1,704) 98% 48% 37% 24%
Sept 2010 (n=2,034) 97% 52% 38% 26%
25 EXPERIENCE RIDING THE BUS
Q16 How long have you been riding the bus?
Q16 How long have you been riding the bus?
Less than 1 year 1 to under 3 years 3 to 5 years More than 5 years
April 2017 (n=1,702) 20% 23% 15% 42%
May 2015 (n=1,749) 21% 23% 16% 40%
Dec 2013 (n=1,593) 20% 22% 19% 39%
Nov 2012 (n=1,698) 21% 24% 18% 37%
Sept 2010 (n=2,039) 22% 23% 14% 40%
26 RIDING FREQUENCY COMPARED TO ONE YEAR AGO
Q17 Compared to one year ago, are you riding the bus more, about the same, or less?
Interpretation must be conducted with the assumption that persons who are riding less are inherently underrepresented.
Q17 Compared to one year ago, are you riding the bus more, about the same, or less?
More About the same Less Don't Know
April 2017 (n=1,721) 47% 46% 7% 0
May 2015 (n=1,716) 45% 45% 6% 5%
Dec 2013 (n=1,594) 44% 44% 7% 5%
Nov 2012 (n=1,701) 41% 46% 7% 6%
Sept 2010 (n=1,915) 49% 43% 8% 0
27 REASONS FOR RIDING BUS MORE
Q18A For what reasons are you riding more?
Q18A For what reasons are you riding more?
April (n=816) May 2015 (n=767) Dec 2013 (n=704) Nov 2012 (n=701) Sept 2010 (n=935)
20% 14% Don't have /no longer have car 18% 13% 15% 16% 18% Because of work 14% 15% 12% 13% 19% Because of school 15% 14% 17% 6% Bus is convenient New in 2017 6% Bus is convenient 4% Moved 4% No/Suspended license 4% 5% The 29% remaining were other responses which did not each total 1%. 4% 2% Have more places to go 4% 7% 8% 4% 4% Cheaper to ride the bus 6% 8% 6% 4% 7% Personal business 3% 4% 5% 3% No/Suspended license
1% 3% Gas is too expensive 5% 8% 5%
28 REASONS FOR RIDING THE BUS LESS
Q18A For what reasons are you riding less?
NOTE: Only 118 qualified to answer this question. Be aware that persons riding the bus less were less likely to be on the bus to be sampled.
Q18A For what reasons are you riding less? 21% April 2017(n=118) May 2015 (n=97) Dec 2013 (n=108) Nov 201216% (n=125) Sept 2010 (n=162) Have car repaired 19% 24% 9% 9% 15% Lost job/schedule change 6% 10% 6% 8% 11% Moved 4% 10% 11% 7% 3% Getting rides 8% 4% 4% 7% 8% Fewer places to go 5% 10% 4% 4% Walking Walking is a new response in 2017
*Sept 2010 data not available 4% 1% Bus has gotten too expensive 4% The 34% remaining were other 8% 9% responses which each did not reach 3% 1% of the total. 4% Carpool 2% 2% 4% 2% 4% Bus takes too long* 3% 2%
1% 2% Cuts in bus service 1% 9% 12%
29 WHO PAID FOR YOUR PASS/FARE TODAY?
Q19 Who paid for your fare or pass today?
School percentages were lower and self-percentages were higher in 2017 than in 2015.
Q19 Who paid for your fare or pass today?
April 2017 (n=1,744) May 2015 (n=1,683)
66% Self 57%
19% School 28%
6% Community Organization Community Organization data not available for 2015
5% Employer 5%
4% Relative/friend 4%
1% Other 6%
30 TRIP PAYMENT SOURCES
Q20 How did you pay for your trip today?
“Pass” was down 11 percentage points from 2015 but the other three options combined were up 10 percentage points.
Q20 How did you pay for your trip today?
April 2017 (n=1,796) March 2015 (n=1,723)
38% Pass (paper card w magnetic strip) 49%
33% Cash 26%
16% ID card 13%
13% Smart card (plastic) 12%
31 TYPE OF FARE
Q21 What type of fare did you use today?
Q21 What type of fare did you use today?
April 2017 (n=1,740) March 2015 (n=1,684)
37% Adult 31-day pass 36%
17% One-way fare/2-hour pass 17%
17% EWU/WSU/SFCC/SCC/ID card 24%
11% Reduced 31-day pass 8%
6% Reduced one-way fare/2-hour pass 4%
5% Youth 31-day pass 6%
3% Day pass 3% The percentages do not add to 2% 100% due to City of Spokane/County/STA employees Smart Card rounding. 2%
32 ALTERNATE METHOD OF TRAVEL IF TRANSIT NOT AVAILABLE
Q22 If transit had not been available for this trip, would you have. . .
In 2017, more respondents selected taxi, while fewer selected driven a car, than was observed in 2015. Since 2015, there has been a proliferation of Uber and similar alternative taxi services.
Q22 If transit had not been available for this trip, would you have. . .
April 2017 (n=1,666) May 2015 (n=1,636) Dec 2013 (n=1,508) Nov 2012 (n=1,632) Sept 2010 (n=1,896)
31% 33% Walked/bicycled/skateboarded 27% 28% 29% 24% 26% Ridden in a car driven by someone else 30% 27% 27% 21% 30% Driven a car 32% 34% 32% 17% 5% Taken a taxi 7% 7% 5% 4% 4% Not gone 3% 2% 0% The percentages do not add to 2% 2% 100% due to Taken paratransit service 1% rounding. 1% 1%
33 TOP REASONS FOR RIDING THE BUS
Q23 What is the main reason for choosing to ride the bus?
Reasons pertaining to the bus being a desired transportation mode greatly outnumbered reasons suggesting that riding the bus was a secondary choice. Multiple responses were accepted.
Q23 What is the main reason for choosing to ride the bus? (Multiple responses accepted)
April 2017 (n=1,789) May 2015 (n=1,746) Dec 2013 (n=1,601) Nov 2012 (n=1,705) Sept 2010 (n=2,025)
51% 60% Bus meets your needs 57% 55% 56% 34% 44% No other means of transportation 38% 34% 34% 31% 39% More economical to ride the bus 42% 44% 42% 24% 27% Bus is more convenient 26% 25% 25% 19% 22% Bus is more environmentally friendly 23% 22% 24% 17% 15% Car was unavailable/out for repair 16% 16% 18% 12% 15% Prefer not to cope with traffic 19% 17% 17% 9% 15% Parking is a problem 17% 16% 16% 3% 2% Need the lift/ramp 2% 2% 2%
34 RELIANCE ON BUS SERVICE
Q24 To get around the Spokane area, which of the following best describes how you currently rely on bus service?
Minor variations in bar length are due to rounding. Robinson Research removed “I don’t know” from April 2017 because we do not have “I don’t know” data from previous replications. Bus service was mostly or entirely relied upon by at least three-fourths of those surveyed.
Q24 To get around the Spokane area, which of the following best describes how you currently rely on bus service?
Completely (only form of transportation) Mostly (provides more than half) Somewhat (provides less than half) I rarely ride the bus
April 2017 (n=1,346)* 40% 38% 15% 4% *3% of responses in April 2017 were May 2015 (n=1,721) 37% 39% 17% 5% I don’t know.
Dec 2013 (n=1,607) 34% 43% 16% 5%
Nov 2012 (n=1,706) 32% 41% 17% 7%
Sept 2010 (n=1,991) 35% 41% 18% 6%
35 BUS PASS PURCHASE LOCATION
Q26 Where do you purchase your bus pass?
Multiple responses were accepted. Purchasing passes at Customer Service at the Plaza and from an Employer have diminished over the last five years. NOTE: The Plaza was undergoing significant remodeling at the time of the April 2017 sampling.
Q.26 Where do you purchase your bus pass? (Multiple responses accepted)
April 2017 (n=1,430) May 2015 (n=1,071) Dec 2013 (n=1,290) Nov 2012 (n=1,208) Sept 2010 (n=1,281)
48% 52% Customer Service at the Plaza 61% 64% 65% 16% 0 School/College/University*** 0 0 0 11% 16% Ticket Vending Machine** 14% 0% 0% 11% 9% Grocery Store* 9% 7% 0% 9% 15% From Employer 14% 17% 24% 5% 10% Pass by Mail 7% 5% 8% 4% 0 On the bus*** 0 0 0 3% 4% STA Website 4% 8% 4% 2% 3% Customer Service at Boone 3% 3% 3%
*Grocery Store was a new response in 2012 **Ticket Vending Machine was a new response in 2013. ***School/College/University and On the Bus were new responses in 2017.
36 STA INFORMATION SOURCES
Q25 How do you get information about STA services? Multiple responses were accepted.
Q25 How do you get information about STA services? (Multiple responses accepted)
April 2017 (N=1,541) May 2015 (N=1,655) Dec 2013 (N=1,573) Nov 2012 (N=1,687) Sept 2010 (N=2,000)
53% 42% STA Plaza 41% 39% 44%
41% 33% System Schedules 36% 34% 39%
39% 60% Internet 55% 52% 44%
29% 26% 328-RIDE 35% 34% 39%
26% 17% Driver 17% 18% 19%
3% 3% Other 3% 2% 5%
37 STA INFORMATION SOURCES: BY AGE
Internet use diminished as the age of respondents increased, but other sources spanned the age subsets quite evenly.
All 16-18 19-24 25-34 35-44 45-54 55-64 65+ STA Plaza 53% 53% 52% 52% 60% 45% 47% 50% System Schedules 41% 47% 39% 47% 37% 40% 51% 30% Internet 39% 56% 53% 49% 37% 27% 30% 24% 328-RIDE 29% 25% 21% 38% 30% 25% 29% 24% Driver 26% 31% 23% 22% 27% 29% 27% 26%
38 DEMOGRAPHIC PROFILE OF RESPONDENTS
Q27 Do you have a valid driver’s license?
This sampling showed the lowest incidence of valid driver’s licenses but the total spread from highest (2012) to lowest (2017) was only 8 percentage points.
Yes, I have license 53%
50% 50% 48%
45%
April 2017 (n=1,311) May 2015 (n=1,252) Dec 2013 (n=1,400) Nov 2012 (n=1,545) Sept 2010 (n=1,800)
39 LICENSED WORKING CARS IN HOUSEHOLD
Q28 How many licensed, working cars are at your household?
Q28 How many licensed, working cars are at your household?
April 2017 (n=1,598) May 2015 (n=1,252) Dec 2013 (n=1,400) Nov 2012 (n=1,545)
44% 42% 40% 37%
30%31% 28% 26%
19% 20% 17% 17%
8% 9% 8% 8% 5% 5% 4% 4%
None 1 car 2 cars 3 cars 4 or more cars
40 RIDERS WITH BOTH A VALID LICENSE AND A WORKING CAR
Robinson Research tabulated a special subset of riders who possess both a license and at least one working car. This subset is of particular interest because these riders presumably have the best access to non-bus transportation and therefore, the most discretion about whether to ride the bus. We determined the following:
284 riders had both a valid driver’s license and at least one working car. This subset rode as many days per week as did those who could not drive themselves. Those with a driver’s license and car were less likely than average to have ridden the bus 5+ years. If the bus were not available, 37% of the license + car subset would drive themselves vs. 21% of the overall sampling. Reasons for riding the bus in Q23 among the licensed + car subset were economical, environmentally friendly, car unavailable, and parking is a hassle. License + car subset was identical in gender and age to the overall sampling. The license + car subset was significantly less likely than average to self-identify as unemployed.
41 GENDER
Q31 What is your gender?
Throughout the history of this on-board, self-administered, hard-copy paper questionnaire, Robinson Research has attempted to survey every passenger on the bus while the interviewer was working. No gender quotas were employed.
Q31 Gender
Female Male
45% April 2017 (n=1,639) 55%
52% May 2015 (n=1,707) 48%
50% Dec 2013 (n=1,575) 50%
48% Nov 2012 (n=1,685) 52%
49% Sept 2010 (n=1,996) 51%
42 WHAT IS YOUR AGE?
Q33 What is your age?
Throughout the history of this survey, no age quotas have been determined. The ages were asked in categories, therefore, calculating averages, medians, and other measures of central tendency was not possible.
Q33 What is your age?
April 2017 (n=1,598) May 2015 (n=1,706) Dec 2013 (n=1,573) Nov 2012 (n=1,686) Sept 2010 (n=1,989)
26% 22% 24% 24% 22% 23% 23% 23% 21% 22%
15% 16% 15% 15% 15% 13% 14% 11% 13% 13% 10% 13% 11% 12% 12% 12% 11% 11% 11%
9%
6%
4% 3% 3% 2%
16-18 19-24 25-34 35-44 45-54 55-64 65+
43 SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 7 : CEO REPORT
REFERRAL COMMITTEE: N/A
SUBMITTED BY: N/A
SUMMARY: At this time, the CEO will have an opportunity to comment on various topics of interest regarding Spokane Transit.
RECOMMENDATION TO COMMITTEE: N/A
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 8A : OCTOBER 2017 FINANCIAL RESULTS SUMMARY
REFERRAL COMMITTEE: N/A
SUBMITTED BY: Lynda Warren, Director of Finance & Information Services Lynn Holmes, Financial Services Manager Tammy Johnston, Budget and Accounting Manager
SUMMARY: Attached are the October 2017 financial results. The emphasis is on what percent of the budget has been received or expended to date compared to where we are in the year. October equates to 83.0% of the year.
Revenue Overall, revenue is at 89.5% of budget ($69.2M) which is higher than the expected $64.2M. Fares & Other Transit Revenue is slightly higher than the budget at 84.9%. Sales Tax Revenue is higher than the budget at 89.9%. Federal & State Grants is higher than the budget at 90.0%. Miscellaneous Revenue is higher than the expected budget at 127.6%.* *Includes McKinstry Energy Savings Project/Avista Rebate Incentive of $273,389.
Operating Expenses Operating expenses at 75.5% of budget ($52.1M) are 9% below the expected amount of 83% ($57.3M). Fixed Route 77.9% of budget expended Paratransit 72.7% of budget expended Vanpool 61.3% of budget expended Plaza 64.7% of budget expended Administration 71.2% of budget expended
Operating expenses are greatly influenced by timing of payments. For example, only 57.2% ($2.3M) of the fuel budget has been spent to date and we expect that to change significantly as we approach the end of the year.
RECOMMENDATION TO COMMITTEE: Information only.
FINAL REVIEW FOR COMMITTEE BY:
Division Head Chief Executive Officer Legal Counsel Spokane Transit (1) 70,000,000 Revenues ‐ October 2017 [October = 83% of Year]
60,000,000
89.9% 50,000,000 Totals: 2016 Actual $60,755,925 40,000,000 2017 Actual $69,222,392 (89.5%) 2017 Budget $77,330,393
30,000,000
20,000,000
10,000,000 84.9% 90.0%
127.6% Fares & Other Transit Revenue Sales Tax Federal & State Grants Miscellaneous 2016 Actual 7,887,134 44,146,465 8,165,284 557,042 2017 Actual 8,507,629 51,592,176 8,396,679 725,908 2017 Budget 10,023,749 57,412,140 9,325,503 569,001 Percent Used 84.9% 89.9% 90.0% 127.6%
(1) Above amounts exclude grants used for capital projects. Year‐to‐date October state capital grant reimbursements total $1,916,532 and federal capital grant reimbursements total $3,159,991.
11/24/2017 50,000,000 Spokane Transit 45,000,000 Operating Expenses(1) ‐ October 2017 [October = 83% of Year] 40,000,000
77.9% 35,000,000 Totals: 2016 Actual $48,424,999 30,000,000 2017 Actual $52,135,011 (75.5%) 2017 Budget $69,059,203 25,000,000 Fuel: 20,000,000 2017 Actual $2,345,791 (57.2%) 2017 Budget $4,099,150 15,000,000
10,000,000 72.7% 71.2% 5,000,000
61.3% 64.7% 0 Fixed Route Paratransit Vanpool Plaza Administration 2016 Actual 32,431,354 8,448,574 468,384 1,213,669 5,863,017 2017 Actual 34,623,382 9,340,141 428,809 1,187,642 6,555,037 2017 Budget 44,473,641 12,839,957 699,000 1,836,828 9,209,778 Percent Used 77.9% 72.7% 61.3% 64.7% 71.2%
(1) Operating expenses exclude capital expenditures of $9,001,546 and Street/Road cooperative projects of $152,662 for year‐to‐date October 2017.
11/24/2017 SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 8B : NOVEMBER 2017 SALES TAX REVENUE INFORMATION
REFERRAL COMMITTEE: N/A
SUBMITTED BY: Lynda Warren, Director of Finance & Information Services Lynn Holmes, Financial Services Manager Tammy Johnston, Budget and Accounting Manager
SUMMARY: Attached is November 2017 sales tax revenue information.
November sales tax revenue, which represents sales for September 2017, was: +24.6% over November 2016 actual +17.6% above YTD actual +10.3% YTD above budget
RECOMMENDATION TO COMMITTEE: Information only.
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel Sales Tax Revenue History‐November 2017(1)
$7.0
$6.5
Millions $6.0
$5.5
$5.0
$4.5
$4.0
$3.5
$3.0
$2.5 Jan Feb Mar Apr May Jun (2) Jul Aug Sep Oct Nov Dec 2013 $3.6 $4.3 $3.2 $3.2 $3.6 $3.6 $3.8 $4.0 $3.9 $3.9 $4.0 $3.9 2014 $3.7 $4.4 $3.3 $3.3 $4.0 $3.9 $4.1 $4.4 $4.2 $4.3 $4.3 $4.1 2015 $3.9 $4.8 $3.5 $3.6 $4.1 $3.9 $4.1 $4.8 $4.5 $4.3 $4.6 $4.2 2016 $4.0 $5.1 $3.7 $3.8 $4.5 $4.3 $4.4 $4.9 $4.6 $4.8 $4.9 $4.5 2017 $4.4 $5.4 $3.9 $3.8 $4.8 $5.0 $5.7 $6.3 $6.0 $6.4 $6.2 (1) Sales tax distributions lag two months after collection by the state. For example, collection of January taxable sales are distributed in March. (2) June distribution is April taxable sales in which the sales and use tax rate increased one‐tenth of one percent (.001) from .006 to .007.
Sales Tax Summary (with Mitigation for All Jurisdictions) Nov‐17 YTD 2016 YTD 2017 $ CHANGE % CHANGE STA 49,083,350 57,742,619 8,659,269 17.6% AIRWAY HEIGHTS 1,559,607 1,817,811 258,204 16.6% CHENEY 1,234,762 1,376,074 141,312 11.4% MEDICAL LAKE 254,331 281,124 26,792 10.5% LIBERTY LAKE$ 2,808,190 $ 3,097,682 $ 289,493 10.3% MILLWOOD 434,635 478,172 43,538 10.0% SPOKANE COUNTY 22,827,871 24,692,017 1,864,145 8.2% PFD 8,709,559 9,365,722 656,163 7.5% SPOKANE 39,126,805 41,857,059 2,730,253 7.0% SPOKANE VALLEY 18,432,061 19,541,329 1,109,267 6.0% ALL$ 144,471,173 $ 160,249,609 $ 15,778,436 10.9% 2013 ‐ 2017 SALES TAX RECEIPTS (1)
6.0
Millions 5.4
4.8
4.2
3.6
3.0
2.4
1.8
1.2
0.6
0.0 Jan Feb Mar Apr May Jun (2) Jul Aug Sep Oct Nov Dec Total 2013 Act. 3,552,629 4,313,315 3,170,287 3,152,776 3,638,110 3,607,445 3,818,364 3,971,379 3,905,284 3,946,531 4,038,362 3,913,617 45,028,101 2014 Act. 3,717,183 4,445,759 3,303,019 3,331,820 4,010,737 3,860,469 4,073,091 4,352,108 4,215,907 4,267,406 4,349,765 4,119,702 48,046,965 2015 Act. 3,865,250 4,835,478 3,471,459 3,550,797 4,124,484 3,949,801 4,109,906 4,756,705 4,530,359 4,265,975 4,587,132 4,211,936 50,259,282 2016 Act. 4,040,342 5,138,043 3,659,616 3,772,996 4,462,273 4,315,784 4,378,473 4,933,936 4,618,531 4,826,474 4,936,883 4,477,725 53,561,075 2017 Bud. 3,947,098 5,019,467 3,575,159 3,685,923 4,359,292 4,891,978 4,963,036 5,592,658 5,235,144 5,470,849 5,595,998 5,075,538 57,412,140 2017 Act. 4,432,233 5,350,787 3,901,562 3,790,349 4,783,883 5,035,578 5,651,610 6,268,031 5,961,836 6,416,307 6,150,443 ‐ $ Mo. Var. 391,892 212,744 241,946 17,353 321,610 719,794 1,273,138 1,334,095 1,343,305 1,589,833 1,213,560 ‐ % Mo. Var. 9.7% 4.1% 6.6% 0.5% 7.2% 16.7% 29.1% 27.0% 29.1% 32.9% 24.6% 0.0% $ YTD Var. 391,892 604,635 846,582 863,934 1,185,545 1,905,339 3,178,476 4,512,571 5,855,876 7,445,708 8,659,269 ‐ % YTD Var. 9.7% 6.6% 6.6% 5.2% 5.6% 7.5% 10.7% 13.0% 14.9% 16.9% 17.6% 0.0% % YTD Bud. Var. 12.3% 9.1% 9.1% 7.7% 8.1% 7.1% 8.2% 8.8% 9.5% 10.4% 10.3% 0.0% (1) Sales tax distributions lag two months after collection. For example, collection of January taxable sales are distributed in March. (2) June distribution is April taxable sales in which the sales and use tax rate increased one‐tenth of one percent (.001) from .006 to .007.
11/20/2017 SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 8C : FARE SYSTEM UPGRADE PROJECT
REFERRAL COMMITTEE: N/A
SUBMITTED BY: Lynda Warren, Director of Finance & Information Services
SUMMARY: Consultant IBI Group is assisting STA to develop a Scope of Work (SOW) to update the fare system installed in 2006. The purpose is to upgrade or replace the existing system to utilize new technology.
A kick-off meeting was held on November 8, 2017, with core team members from IBI Group and STA staff, including the Chief Executive Officer and representatives from Operations/Maintenance/Safety, Finance/Information Services, Communications/Customer Service, and Planning.
TENTATIVE MILESTONES
November 6, 2017 Kick-Off Meeting
November 29, 2017 PMER Briefing
December 14, 2017 Board Briefing
January 4, 2018 Final Strategic Plan
January 31, 2018 PMER approves SOW
February 12, 2018 RFP Released
May 2018 PMER/Board approve Award of Contract (AOC)
TBD based on AOC Implementation
RECOMMENDATION TO COMMITTEE: Information only.
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 8D : OCTOBER 2017 OPERATING INDICATORS
REFERRAL COMMITTEE: N/A
SUBMITTED BY: Steve Blaska, Director of Operations Karl Otterstrom, Director of Planning and Development
SUMMARY: There was one more weekday in October 2017 compared to October 2016.
FIXED ROUTE Fixed Route 2017 ridership goal is to sustain 2016 ridership levels. Total ridership increased 4.9% (954,079 vs. 909,549) in October 2017 and is up 0.2% (8,631,725 vs. 8,621,752) Year-to-Date (YTD). This month, we again saw an increase in month to month Ridership. However, most of this increase is attributable to the additional weekday. Month to Month and Year to Date ridership is basically flat. Average Weekday Ridership continued to increase however, which is a good sign. Adult 31 Day Pass ridership and the EWU Pass program increases October to October is attributable to the extra weekday. However, Community Colleges of Spokane (CCS) ridership looks to be greater than what is expected with an additional weekday and is up 2.8% when comparing YTD. There may have been some migration to the new 7 Day Pass (15,090 trips) from both 31-Day Pass and Day Pass. Detailed breakdown: • Adult ridership increased 4.7% (603,212 vs. 576,081) in October 2017 and is up 1.2% (5,332,333 vs. 5,270,739) YTD. o CCS Pass ridership increased 6.7% (74,704 vs. 69,992) in October 2017 and is up 2.8% (519,508 vs. 505,048) YTD. o Eagle Pass ridership increased 4.9% (102,102 vs. 97,379) in October 2017 and is down 0.2% (621,005 vs. 621,976) YTD. • Youth ridership decreased 8.8% (64,882 vs. 59,659) in October 2017 and is down 1.5% (544,959 vs. 553,151) YTD. • Reduced Fare / Para ridership increased 3.1% (123,967 vs. 120,269) in October 2017 and is down 5.9% (1,166,776 vs. 1,240,221) YTD. Fixed Route On Time Performance for October 2017 was 93%. The goal for 2017 is 90%.
PARATRANSIT Paratransit 2017 ridership goal is to manage growth at a 0.5% increase over 2016 ridership level. Combined total ridership for Paratransit has increased 1.6% YTD. Non-revenue ridership continues to increase and is up 16.9% YTD. The drop in Special Use Van (SUV) ridership continues, but realized a slightly smaller decrease this month, down 8.7% in October 2017 compared to down 11.4% in September 2017. SUV ridership is down 15.3% YTD. Detailed breakdown: • Directly Operated Service increased 9.7% (19,963 vs 18,200) in October and is up 5.2% (185,440 vs 176,191) YTD. • MV Contracted service increased 1.2% (16,608 vs 16,408) in October and is down 1.1% (156,441 vs 158,211) YTD. • SUV ridership decreased 8.7% ( 2762 vs 3044) in October and is down 15.3% (29187 vs 34,446) YTD. • Non-revenue ridership increased 24.6% (3012 vs 2,418) in October and is up 16.9% (29,165 vs 24,949) YTD. Paratransit’s On-Time Performance for September 2017 was 93.4%. The goal for 2017 is 95%.
VANPOOL Results improved marginally for ridership in October although total ridership remains below last year’s performance. The program is operating 4 fewer vans compared to this time last year, due in part to vanpool efficiency increasing. Year-to-Date, each van produces 23.65 trips a day compared to same time in 2016 at 22.82 trips per day per van (+3.64% change). Staff are projecting to end at a -3.5% in ridership for 2017 (currently -6.1%), and are looking to end with 88 vans, which is the goal for 2018 and the number needed to have a 2.5% increase over 2016. Detailed Breakdown: Vanpool customer trips were down 4.9% in October 2017 vs October 2016 (15,256 vs 16,038) and down 6.1% year to date (152,350 vs. 163,497). There were 84 vans in service in October 2017 vs 88 in October 2016. One more van in service for October 2017 vs September 2017 (84 vs 83).
609 riders took at least one trip in October 2017 vs 679 in October of 2016. • Riders added were 28 vs 24 October 2016. • Riders removed were 25 vs 36 October 2016. • Average Trips Per van is 182 vs 182 October 2016.
CUSTOMER SERVICE Pass sales generally trend with ridership. The City Ticket continues to grow as a popular option since the closure of the Bosch parking lot on the north side of the Spokane River. Detailed breakdown: Total monthly pass sales decreased 3.5% (8,851 vs. 9,172 in 2016). YTD pass sales increased 3.6% (97,307 vs. 93,958 in 2016). Monthly Adult Pass Sales increased 10.7% (5,677 vs. 5,128 in 2016). YTD increased by 5.1% (56,123 vs. 53,393 in 2016). • Adult Pass monthly sales increased 13.9% (3,997 vs. 3,510 in 2016). YTD sales increased 4.4% (39,468 vs. 37,815 in 2016). • Smart Card (Adult) monthly sales increased 22.9% (290 vs. 236 in 2016). YTD sales increased by 2% (2,706 vs. 2,654 in 2016). • ESBP monthly sales decreased 2.7% (905 vs 930 in 2016). YTD pass sales increased 9.3% (9,211 vs 8,425 in 2016). • City Ticket monthly sales increased 13.1% (466 vs. 412 in of 2016). YTD pass sales increased 11.8% (4,549 vs. 4,068 of 2016). • Student Pass monthly sales decreased 52.5% (19 vs. 40 in 2016). YTD pass sales decreased 56.1% (189 vs. 431 in 2016). Youth Pass Sales for October decreased 33.2% (1,137 vs 1,703 in 2016). YTD pass sales increased 9/8% (16,085 vs 14,649) in 2016). Reduced Fare monthly sales increased 27.6% (1,939 vs. 1,519 in 2016). YTD pass sales decreased by 2.0% (17,451 vs. 17,808 in 2016). Paratransit monthly pass sales increased by 4.0% (855 vs. 822 in 2016). YTD pass sales increased by 3.7% (8,405 vs. 8,108 in 2016).
RECOMMENDATION TO COMMITTEE: Information only.
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel RIDERSHIP
Fixed Route 2014 2015 2016 2017 1,200,000
1,100,000
1,000,000
900,000
800,000
700,000
600,000
500,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Paratransit 2014 2015 2016 2017 50,000
45,000
40,000
35,000
30,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Vanpool 2014 2015 2016 2017 28,000
26,000
24,000
22,000
20,000
18,000
16,000
14,000
12,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
PASS SALES
ADULT PASS/SMARTCARD SALES 2014 2015 2016 2017 10000 9000 8000 7000 6000 5000 4000 3000 2000 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
CITY TICKET PASS SALES 2014 2015 2016 2017 600
550
500
450
400
350
300 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
EMPLOYER SPONSORED BUS PASSES 2014 2015 2016 2017
1900
1700
1500
1300
1100
900
700
500 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
STUDENT PASS SALES 2014 2015 2016 2017 600
500
400
300
200
100
0 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
UTAP TRIPS BILLED 2014 2015 2016 2017 300000
250000
200000
150000
100000
50000
0 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
YOUTH PASS/SMARTCARD SALES 2014 2015 2016 2017 4000
3500
3000
2500
2000
1500
1000
500
0 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
REDUCED FARE PASS / SMART CARD SALES 2014 2015 2016 2017 5000
4000
3000
2000
1000 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
PARATRANSIT REDUCED FARE/SMART CARD SALES 2014 2015 2016 2017 1000
900
800
700
600
500 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 8E : THIRD QUARTER SERVICE PLANNING INPUT REPORT
REFERRAL COMMITTEE: N/A
SUBMITTED BY: Karl Otterstrom, Director of Planning and Development Kathleen Weinand, Principal Transit Planner
SUMMARY: The Planning and Development Department receives comments from external sources and itemizes each comment in order to follow up and document feedback used for emerging opportunities for future service changes. These comments are obtained from a variety of sources since customer engagement cannot be a one-size-fits-all approach. Planning Department staff obtains feedback from customers at public meetings, through the Customer Service Department, phone calls, letters, emails, voice messages, emails from STA Questions (STA website), and feedback from Coach Operators and Supervisors. Planning staff may also receive inquiry requests from STA Board Members. STA’s Planning staff responds to every comment received when valid contact information is provided. Comments are also discussed at the Service Improvement Committee meetings.
The purpose of this summary is to inform the Performance Monitoring & External Relations Committee of the feedback received by the Planning and Development Department in the 3rd Quarter of 2017. It should be noted that this feedback summary applies only to department-related activities which include, but are not limited to, planning bus service and/or feedback related to specific bus stops.
A total of 40 comments were received by the Planning and Development Department in the 3rd Quarter. Of the 40 comments received, 10 were related to requests for new service, 22 were related to existing service, 7 were related to bus stops and 1 was related to STA property. The comments are summarized below. It is also noted if any comments are currently listed in the STA Moving Forward plan.
NEW SERVICE COMMENTS 1 inquiry regarding extending bus service further north on Newport Highway to area of the future Costco site. As defined in the Comprehensive Plan, Connect Spokane, the Division HPT Line would extend north on the Newport Highway in the long- term. Design for full Division HPT implementation is scheduled to begin in 2021 in STA Moving Forward. 1 request for service to the South Chestnut Street and Inland Empire Way in the Latah Creek Neighborhood in south Spokane. Not included in STA Moving Forward. In the past, Route 41 operated in a one-way loop fashion in this area on a limited basis. The average passenger load was less than two people at any given time. The STA Board of Directors voted to eliminate the route in 2011 because of its poor performance. 1 request for service to Five Mile Prairie north of Spokane. Not included in STA Moving Forward. Current density and development types do not support a productive transit line. Comment noted for future reference. 4 requests for service on Mirabeau Parkway and the Pinecroft Business Park in Spokane Valley. Adding a bus route on Mirabeau Parkway was included in one alternative for the reconfiguration of the bus network in Spokane Valley that took place in May 2018. However, in response to public input another alternative was ultimately chosen for implementation by STA’s Board of Directors. The City of Spokane Valley is pursuing a project to grade separate the train crossing of Pines Road just south of Trent Avenue. This could potentially allow STA to serve this area in an effective way. STA will continue to monitor progress on this project and development patterns in the area. 2 requests for service to the Northwest Terrace /Westgate area off of Nine Mile Road in north Spokane. Not included in STA Moving Forward. Service in the area was cut in 2010 because of low ridership. There are some obstacles to providing bus service to the area, including the disjointed street network, topographical barriers and areas of low-density. 1 request for bus service in the area of Flightline Boulevard at South Geiger Boulevard in the West Plains. Per STA Moving Forward new bus route connections in the West Plains will be made after the WSDOT improvements to the Medical Lake interchange at I-90 are completed in 2020-2021. One option would provide bus service on Geiger Boulevard. Outreach on the different alternatives will begin in the fall of 2019.
EXISTING SERVICE COMMENTS 1 comment regarding tardiness of the 4:42 PM departure from the Plaza of Route 44 29th Ave via Grand since the September service change. No schedule changes were made that impact this trip. Staff reviewed a 2 week sample of vehicle location data from the period in question and found that the route was departing on time or within a few minutes for most trips. Staff will continue to monitor the route. 6 comments regarding the desire keep the Route 26 Lidgerwood routing on Magnesium Road. The service change on September17, 2018 modified Route 26 to stay on Nevada Street extending to the Northpointe shopping area. This change provides a more direct trip for most passengers. 2 questions regarding the change to the Route 26 Lidgerwood. 1 comment regarding overcrowding on the Route 66 Cheney from the Five Mile Park and Ride in the mourning. STA's standard for passenger loads on express services such as the Route 66 that serves the Five Mile Park and Ride is 110% of seated capacity. So a 60-foot-long articulated bus with 62 seats that has 62 people seated and 8 people standing meets the standard. Based on the counts from the first couple weeks of the EWU school year, on average this route is right about at that adopted passenger load standard. However, September and October are typically the highest ridership months. Staff will continue to monitor ridership on this route. 1 customer called to say how pleased she is with the new Saturday service for the Route 33 Wellesley. 1 customer is unhappy with the change from the 174 Liberty to the 74 Mirabeau/Liberty Lake and the 172 Liberty Lake Express. An additional morning trip from the Mirabeau Park and Ride will be added in January in response to feedback. More resources are planned to be added to the I-90 corridor later in the STAMF plan. 1 comment regarding an early arriving Route 28 Nevada bus. After correspondence with the customer, staff determined that the bus was not running early, that instead the 26 Lidgerwood was passing the stop a little late and if the customer stayed at the stop she would be able to catch the Route 28 Nevada. 1 comment requesting that more 172 Liberty Lake Express trips be shifted later to accommodate arriving in Downtown Spokane at 8:00 AM and leaving at 5:00 PM. Ridership data shows demand peaking for buses that arrive Downtown before 7:45 AM and departing between 4:00 and 5:00 PM. 1 comment regarding difficulty connecting between the Route 32 Trent/Montgomery and Route 94 East Central/ Millwood after the September service change. Changes were made in September to improve other connections between Valley routes unfortunately this customer’s connection was altered. Staff continues to monitor the changes and make adjustments to facilitate connections were possible. 1 comment from a coach operator requesting a change to the inbound routing of the Route 27 Hillyard to run on Standard Street between Illinois Avenue and Indiana Avenue instead of North Dakota Street to avoid a difficult turn at North Dakota Street and Indiana. The change will be considered for the May 2018 service change. 1 comment expressing frustration with the schedule of the Medical Lake service. Options for changes to the Medical Lake service have been developed as part of the September 2018 Service Change Preliminary Proposal. 1 request for bus connections between the WSU Spokane Campus and the South Hill. Staff shared information regarding the three bus routes that currently serve the WSU Spokane Campus, the connections between those routes and the routes that serve the South Hill, and the planned 2018 connection between the extended Route 2 Medical Shuttle via the University District Gateway Bridge. 1 comment regarding the outbound Route 174 Liberty Lake (since changed to route 74 and 172) consistently arriving 3 to 5 minutes late at Mission Avenue and Molter Road. Because buses are subject to the same delays (congestion, construction, accidents, etc.) as other vehicles in traffic it can be expected that buses can be a few minutes later than the scheduled arrival time. The concern has been noted and on time performance for this time point will be monitored. 1 comment regarding rumors of a reduction in service to Airway Heights. No reduction is service if proposed for Airway Heights. 1 request for improved frequency for the Route 97 South Valley. This would require the allocation of additional resources and this is not an improvement that is included in STA Moving Forward 1 comment regarding the Route 39 Mission arriving late to the Plaza. Staff reviewed arrival time for the period in question and found it arrived a couple minutes late a couple of times over a two week period but was operating within the realm of expectations given variable operating conditions.
BUS STOP COMMENTS 1 comment from a Coach Operator requesting the stop at Cincinnati Street and Spokane Falls Boulevard be relocated because it is too close to the intersection of Hamilton Spokane Falls Blvd. STA is working with the City of Spokane to relocate the stop. 1 comment requesting a bus stop at Trent Avenue and Eastern Road be relocated because the adjoining use, White Block, makes bricks and the smells and dust are bothersome to the rider. Staff investigated the stop and unfortunately was unable to identify a better location for the stop. BUS STOP COMMENTS 1 comment regarding downed bus signs on South Regal between Palouse Highway and 53rd Street. A request was submitted to the City of Spokane streets department to address the signs. 1 request to remove a bus stop at 1st Avenue and Lincoln Street that was remounted after the Lincoln Street construction project was completed. The stop was remounted in the same location as it was prior to construction and is not proposed to be relocated at this time. 1 request for to reinstate the bus stop at Rambo Road and Highway 2 in the West Plains. The stop was shut down because of safety concerns. A project to improve rural highway stops which may include the Rambo Road stop, if a design solution can be identified, is planned for 2020. 1 request to move a temporary bus stop for the Route 68 Cheney Local to better facilitate connections to the Route 66 Cheney/EWU. The temporary stop was moved as requested. 1 request to reopen the stop at Monroe Street and Summit Parkway. The stop was closed during construction and is open now.
OTHER COMMENTS 1 question regarding the plans for STA’s property on Sinto Avenue. The Boone Northwest Garage and associated parking and landscaping will be developed on the property.
RECOMMENDATION TO COMMITTEE: For information.
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel
SPOKANE TRANSIT AUTHORITY PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 8F : THIRD QUARTER 2017 SAFETY AND LOSS SUMMARY REPORT REFERRAL COMMITTEE: N/A SUBMITTED BY: Nancy Williams, Director of Human Resources Mike Toole, Manager of Safety & Security
SUMMARY:
VEHICLE ACCIDENTS Fixed Route: There were fifteen (15) preventable collisions reported during the third quarter resulting in a rate of 0.08 collisions per 10,000 miles. The collision rate meets our standard of 0.08 collisions per 10,000 miles. No collisions were classified as Type 3 (costs exceed $7,500); three collisions are classified Type 2 (costs $2500-$7500); five are Type 1(costs up to $2500) and seven are Type 0 ($0 damage.) Paratransit: There were five (5) preventable collisions reported during the third quarter. The resulting preventable collisions rate of .15 did not meet our standard of .1 per 10,000 miles but has declined substantially. No collisions are classified as Type 3; none are classified as Type 2 (costs $2500-$7500); one is Type 1 (costs up to $2500), and four are classified as Type 0 ($0 damage.)
EMPLOYEE INJURIES Thirty one (31) injury events were reported during the third quarter. Twelve (12) injuries involved medical treatment and, of those, four (4) involved time loss from work. The total number of worker’s compensation claims filed year to date is 46; the total claims filed by the end of the third quarter in 2016 was thirty nine (39). Employee lost work days YTD are lower (2475 vs 2641) at third quarter end. The majority of accidents this quarter were from slip/trip/falls and injuries resulting from transport of wheelchair customers.
OTHER KEY EVENTS • The State Roadeo was held in Everett, WA on August 5th & 6th. Paratransit Operator Rob Howard won his division; Fixed Route Operator Gabe Fernos took home second place in the 40’ Coach division and Maintenance Technicians Jeremy Fitch, Robert Vargas and Michael Watts placed third. • An Accident Review was conducted on 8/18/17 for one Paratransit and four Fixed Route vehicle accident determinations; all determinations remain unchanged. • Safety Notices/Alerts: Changes in the new Washington State Distracted Driving law & eclipse work precautions. • STA’s On-Board Security Patrol completed 27 patrols on 14 routes. The total on-board time was approximately 35.5 hours compared to 50 hours in 2016. • On-board vehicle camera system operations: o 394 video requests processed in the following categories: customer complaints; vehicle accidents; passenger slip/trip/falls; employee injuries, public records requests; and other. Total requests increased from 352 in 2016. • Security filed 294 incident reports during the quarter resulting in 61 arrests and 66 exclusions compared to 305 reports in 2016 with 78 arrests and 119 reported exclusions; these figures show significant declines in all areas of unwanted behavior policing. The declines are again partially attributed to the Plaza reconfiguration and a reduction of non-transit business space. • Six red-light, photo enforcement infractions were processed during the quarter.
RECOMMENDATION TO BOARD: Information only.
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 8G : STA OUTREACH UPDATE
REFERRAL COMMITTEE: N/A
SUBMITTED BY: Beth Bousley, Director of Communications and Customer Service
SUMMARY: Staff is making an effort to integrate outreach efforts system-wide, in the areas of Fixed Route, Mobility Mentor & Training, and Vanpool. When possible, staff leverages outreach opportunities to promote all of Spokane Transit’s (STA) services. This report provides an update on current outreach efforts. Vanpool: Goal: Increase number of vans to 88 by end of 2017 ship; currently at 84 Outreach Summary: • November presentations included: November presentations include Travelers, Umpqua Bank, DSHS on Maple, WSU Spokane, and Zak Designs. • Emily Courchaine, recent Gonzaga University graduate and STA Communications intern, has been hired as the STA vanpool coordinator. Mobility Training and Mobility Mentor Programs: Goal: Increase independence for people with disabilities by training them to use the Fixed Route system. Not only does this provide more independence, it is also a more cost-effective solution both for the individual and Spokane Transit. November Summary: • Previous outreach efforts have resulted in numerous responses, so focus is on training to get individuals able to use fixed route. Fixed Route: Goal: Increase ridership; improve community perception Outreach Summary: Highlights: • 2017 Community Perception Survey has been implemented. Results are pending • STA partnered with the Spokane Arena, River Park Square, and Downtown Spokane Partnership to promote taking public transportation to and from the seven Garth Brooks concerts held at the arena, resulting in over 1000 rides. • A new “How to Ride” video is currently in the final stages of production. • Two editions of “From the Driver’s Seat” were sent in November. A strategy is being developed for frequency and content for STA’s email communications to the community and stakeholders. Community Relations STA staff participated in the following November outreach events: • Coats4Kids – collection and distribution • Browne’s Addition Neighborhood Council presentation • Greater Spokane Incorporated presentation • Spokane Valley Chamber annual meeting • East Spokane Kiwanis • Eastern Washington University presentation • ETC Training • Eastern Washington University’s Giving Joy Day at Jefferson Park and Ride The following events were held at the Plaza in November: • First Friday: Art Gallery and Live entertainment • Voting on election day • Live trombone performance – Slide Apostles • Coloring Book Giveaway
The following events are scheduled for December at the Plaza: • First Friday: Art Gallery and Live Music • Other musical performances: o Tuba Christmas o In Transit o Joshua Belliardio o Renei o Tatyano Sipko Pianist o Civic Theater: Kids Songs and Holiday Hyjinks Media Relations • Please see attached document for an overview of September media results. Commuter Benefits/Pass Sales • Provided Universal Transit Access Pass Program customers with customized articles to include in communications to their riders and potential riders.
o Ongoing efforts to target and meet with organizations who would benefit from commuter options. o Developing new sales tools to integrate outreach efforts. Design and distribute new commuter options toolkit to priority organizations. Universities and Colleges • Met with Eastern Washington University, Gonzaga University, and Washington State University Spokane to work on promoting bus ridership on campus.
o Pilot program to promote public transportation to and from EWU football games. New Fare • Communications strategy is under way for the 2nd Phase fare change going into effective July 1, 2018. Real Time Information • When an official launch date of Real Time Information is determined, staff will implement a communications strategy. STA Moving Forward • Conduct ongoing outreach to educate and engage our audiences about STA Moving Forward projects and progress, including Central City Line and 2018 September Service Change Proposal Outreach. • Developing an online project tracker to demonstrate that STA is fulfilling our promises through consistent, transparent, and accessible information. Internal Communications • Maximize internal communications to improve employee engagement. Results from the most recent employee engagement survey were shared at the October All Employee Meeting, and an action plan is being developed by Human Resources. Looking at updating the employee engagement survey to be implemented early in 2018. • Efforts are underway to enhance internal communications, perhaps through digital communications made possible with the advent of STARS Employee Self Service (ESS) Customer Service • Enhance quality of customer service to increase community perception and ridership. Customer Service representatives are being trained to respond to basic Route questions received through STA communication channels, and on “beyond the counter” customer service to allow them to be more proactive in engaging with and helping customers. Web Development and Governance • Focus for 2018 is to ensure policies and systems are in place so that web properties are in compliance and are able to accommodate continually increasing traffic.
RECOMMENDATION TO COMMITTEE: Information only.
FINAL REVIEW FOR BOARD BY: Division Head Chief Executive Officer Legal Counsel MEDIA SNAPSHOT | OCTOBER 2017
EXECUTIVE SUMMARY EARNED MEDIA HIGHLIGHTS RECOMMENDATIONS STA received diverse media coverage • Continue to embrace earned media throughout October, with a total of 60 opportunities and contribute to instances of coverage. Featured topics industry discussions by sharing STA included construction, legal discussion, perspectives and re-sharing content seasonal coverage and Spokane Transit on social media from leading transit mentions. agencies. In October, over twenty instances • Continue to supply media with of coverage from outlets locally and evidence of progress on public beyond discussed the federal court projects. ruling regarding STA’s advertising dispute Federal Judge Sides with Bus Drivers’ Union Coats for Kids Collection Day with the Amalgamated Transit Union. Over Ad dispute on STA Buses Information provided by STA, such as KXLY-TV at 11pm - OCTOBER 12, 2017 TOP INTERNET STORIES BY quotes from CEO Susan Meyer, were The Spokesman-Review OCTOBER 10, 2017 NUMBER OF IMPRESSIONS - KXLY’s late evening broadcast highlighted STA’s utilized by media outlets and helped to This article recaps the federal court ruling in which partnership with Coats for Kids. KXLY staff were at “Federal Judge Rules STA Violated offer a more balanced perspective on Spokane Transit denied an advertisement that a the INB Performing Arts Center all day and filled First Amendment” the issue. local transit union was submitting for placement on an STA bus with hundreds of new and gently used U.S. NEWS & WORLD REPORT, an STA bus. The judge ruled that STA violated the coats for area children in need. IMPRESSIONS: 23,945,529 Partnerships and progress on the local first amendment. STA’s CEO, Susan Meyer said, “We projects such as STA’s involvement are pleased the court affirmed that STA did not “Spokane to Court Amazon” in the Coats for Kids fundraiser and exercise viewpoint discrimination or an anti-union MYINFORMS.COM, redevelopment of Fort George Wright sentiment,” Meyer wrote. “However, we respectfully IMPRESSIONS: 1T,173,580 Way received positive media coverage. disagree with the court’s opinion and we are in the process of evaluating next steps.” Additionally, building on momentum TOP PRINT STORIES BY from September’s open house event, the NUMBER OF IMPRESSIONS Central City Line (CCL) garnered over seven instances of coverage. STA’s Karl “Public Transit Benefits When Buses, Otterstrom shared details on the first Riders Are Connected ” CCL installments along Sprague Avenue, GOVERNMENT TECHNOLOGY, which have already shown to reduce CIRCULATION: 75,642 bus dwell time during boarding. “Spokane Urged to Think Big Overall, the tone of coverage in in Amazon Bid” October was neutral to positive. THE SPOKESMAN-REVIEW, CIRCULATION: 71,677
KEY OBSERVATION Money Well Spent, Progress on Central City Line in its First Installment TOP BROADCAST STORIES BY • Videos and graphics enjoyed high Fort George Dr. NUMBER OF IMPRESSIONS KHQ-TV at 11pm - OCTOBER 22, 2017 engagement on social media. “Central City Line in its The Communicator - OCTOBER 20, 2017 The Central City Line was spotlighted, as the first First Installment ” This article recapped traffic planning collaboration installment of the project has begun along Sprague KHQ-TV SUNDAY WAKE UP SHOW, efforts between the City of Spokane, West Hills Avenue. STA’s Karl Otterstrom was interviewed VIEWERSHIP: 8,801 Neighborhood Council, Spokane Falls Community and shared details of what’s to come. College and Spokane Transit.about the services “Central City Line in its First Installment” provided to the area. KHQ-TV INVEST NORTHWEST, VIEWERSHIP: 8,801 MEDIA SNAPSHOT | OCTOBER 2017
MEDIA COVERAGE BY SENTIMENT MEDIA COVERAGE BY TOPIC MENTIONS
20 TOPICS 24% 3% Very Positive Somewhat Negative CONSTRUCTION OTHER 10 STAMF
60% HOLIDAY Neutral 0 LEGAL 13% Oct 1-7 Oct 8-14 Oct 15-21 Oct 22-31 Somewhat Positive 0+3+601324 1000+0+ 32+68 13+87 100 100+0 100% positive 68% neutral 13% negative 100% positive 100% neutral MEDIA COVERAGE AT A GLANCE 32% positive 87% positive
60 65,981,003 43,374 NOTABLE SOCIAL MEDIA STORIES STORIES INTERNET IMPRESSIONS BROADCAST VIEWERSHIP Total Number of Stories Audience Reached by Online Coverage Audience Reached by Television
911,901 $63,798.32 PRINT CIRCULATION PUBLICITY VALUE Number of Newspaper Subscribers Estimated Earned Media Value Reached
FACEBOOK TWITTER TOP MEDIA TWEET TOP MENTION IMPRESSIONS: 418 | ENGAGEMENTS: 14 ENGAGEMENTS: 49 RETWEETS: 0 | LIKES: 1 RETWEETS: 8 | LIKES: 8 15,563 3,462 4,300 1,997 TOTAL IMPRESSIONS TOTAL PAGE LIKES TOTAL IMPRESSIONS FOLLOWERS 657 10 3 26 PAGE VIEWS NEW LIKES PROFILE VISITS NEW FOLLOWERS 48 0.04% 19 1.32% POSTS GROWTH TWEETS FOLLOWER GROWTH
TOP TWEET LARGEST REACH IMPRESSIONS: 476 | ENGAGEMENTS: 11 REACH: 1,675 | SHARES: 4 | ENGAGEMENTS: 1,675 1,674 10.76% 4 2.79% RETWEETS: 1 | LIKES: 1 LIKES: 73 ENGAGEMENTS ENGAGEMENT RATE RETWEETS ENGAGEMENT RATE SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 9 : FEBRUARY 2018 DRAFT COMMITTEE PACKET AGENDA REVIEW REFERRAL COMMITTEE: N/A
SUBMITTED BY: STA Staff
SUMMARY: At this time, members of the Performance Monitoring and External Relations Committee will have an opportunity to review and discuss the items proposed to be included on the agenda for the January 31, 2018, meeting.
• Award of Contract Fluid Management System (Board Consent) • Approval of City of Spokane Design/Construction Interlocal Agreement (Board Consent)
• 2018 Phase II September Service Change Preliminary Proposal (Report to Committee)
• Communications Update (Committee Information) • December Financial Results Summary (Committee Information) • January Sales Tax Revenue Information (Committee Information) • December 2017 Operating Indicators (Committee Information) • STA Outreach Update (Committee Information)
SPOKANE TRANSIT AUTHORITY
PERFORMANCE MONITORING AND EXTERNAL RELATIONS COMMITTEE MEETING
November 29, 2017
AGENDA ITEM 11 : COMMITTEE MEMBERS’ EXPRESSIONS
REFERRAL COMMITTEE: N/A
SUBMITTED BY: N/A
SUMMARY: At this time, members of the Performance Monitoring and External Relations Committee will have an opportunity to express comments or opinions.
RECOMMENDATION TO COMMITTEE: N/A
FINAL REVIEW FOR BOARD BY:
Division Head Chief Executive Officer Legal Counsel Performance Measures 3rd Quarter 2017
Priorities and Objectives
1. Earn and Retain the Community’s Trust
2. Provide Excellent Customer Service
3. Enable Organizational Success
4. Exemplify Financial Stewardship
5. Ensure Safety
1 Earn & Retain the Community’s Trust
4 Performance Measures: Ridership Service Effectiveness (Passengers per Revenue Hour) Customer Security Public Outreach
Ridership
Fixed Route 2014 2015 2016 2017 1,200,000
1,100,000
1,000,000
900,000
800,000
700,000
600,000
500,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2014 = 11,324,434 Goal: Sustain 2016 Ridership Level 2015 = 10,815,736 3rd Qtr. Result: 0.4% Decrease 2016 = 10,261,789 Proj. 2017 = 10,261,789
2 Ridership
Paratransit 2014 2015 2016 2017 50,000
45,000
40,000
35,000
30,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2014 = 475,171 Goal: 0.5% Increase over 2016 Ridership 2015 = 464,449 3rd Qtr. Result: 1.2% Increase 2016 = 468,050 Proj. 2017 = 470,390
Ridership
Vanpool 2014 2015 2016 2017 28,000
26,000
24,000
22,000
20,000
18,000
16,000
14,000
12,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2014 = 241,257 Goal: Sustain 2016 Ridership Level 2015 = 246,331 3rd Qtr. Result: 7.0% Decrease 2016 = 193,006 Proj. 2017 = 193,006
3 Service Effectiveness Fixed Route
Goal
GOAL: TRANSPORT 25.0 OR MORE PASSENGERS PER REVENUE HOUR
* System averages assume a performance equal to STA for 2017
Service Effectiveness Demand Response
Goal
GOAL: TRANSPORT 3.0 OR MORE PASSENGERS PER REVENUE HOUR
• System averages assume a performance equal to STA for 2017 • Kitsap and Ben Franklin not exclusively ADA service
4 Customer Security
Fixed Route 2015 2016 2017 GOAL Score 4.5 on a Personal Safety on scale of 1-5 Bus 4.5 4.5 4.5 (Std. = 4.5) Score 4.5 on a Driver Driving scale of 1-5 Safely 4.6 4.6 4.6 (Std. = 4.5)
Paratransit 2015 2016 2017 GOAL
Score 4.5 on a Personal Safety on (No survey Scheduled scale of 1-5 Van until 2016) 4.8 for 2018 (Std. = 4.5)
Score 4.5 on a Driver Driving (No survey Scheduled scale of 1-5 Safely until 2016) 4.8 for 2018 (Std. = 4.5)
Community Perception
“Does STA do a good job of listening to the public?”
2015 2016 2017 GOAL Scheduled Score 4.5 No Survey 3.74 for late on a scale 2017 of 1-5
5 Provide Excellent Customer Service
6 Performance Measures: On-Time Performance CS Call Center/Paratransit Reservations Abandoned Calls Customer Service Response Time Professionalism and Courtesy Driver Announcements / Introduction Cleanliness of Coach / Van Complaint Rate Maintenance Reliability
On Time Performance
Goal
3rd Qtr. Average = 92.2%
Fixed Route – 100% Automated Time Checks began May 2016
Goal
3rd Qtr. Average = 93.5%
6 Customer Service: 328-RIDE Call Center Performance Service Level: % of Calls Answered within 60 seconds 2014 2015 2016 2017 110.0%
100.0% 94% 93% 91% 92% 90% 92% 90% 88% 89% 90% 90% 90% 90.0% 94% 92% 88% 80.0% 86% 85% 70.0% 78%
60.0% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Abandoned Calls Goal: < 4% 2nd Qtr Abandon Rate 2014 2015 2016 2017 3,000 = 8.8% 2,500 2,000 1345 1,500 1161 1003 1593 1,000 767 732 748 696 662 705 653 535 1092 993 452 1081 500 527 0 389 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Paratransit Reservations: 328-1552 Service Level: Call Center Performance % of Calls Answered within 60 Goal: 90% seconds 2014 2015 2016 2017 100.0% 90.0% 80.0% 84% 83% 86% 85% 85% 70.0% 80% 79% 80% 74% 60.0% 50.0% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Abandoned Calls Goal: < 4% 3rd Qtr. 2017 2014 2015 2016 2017 2,000 Abandon Rate 2.75% 1,500 1193 933 1,000 835 719 705 619 593 518 500 419 0 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
7 Professional & Courteous 3rd Qtr Goal Goal ≥ 4.5 5.50 4.88 4.92 5.00 4.69 4.50 4.00 3.50 3.00 2.50 3rd Qtr. 2017 2.00 Overall 1.50 4.82% 1.00 0.50 0.00 Fixed Route Ride Along Paratransit Ride Along Customer Service Reservations/Security Admin & Mgmt
Operator Announcements/ Introductions
3rd Quarter 2017 100.0% 95.4% 90.0% 83.3% 80.0% 70.0%
60.0% 50.0% Goal: FR ≥ 95% 40.0% Para ≥ 90% 30.0% Coach Operator Van Operator ADA Stop Announcements Introductions
8 Vehicle Cleanliness
3rd Quarter 2017 100.00% 99.08% 98.96%
90.00%
80.00%
70.00%
60.00%
50.00% Goal --Yes ≥ 90% 40.00%
30.00% Coach Interior/Exterior Clean Van Interior/Exterior Clean
Comment Rate
2016 YTD 2017 Goal ≤ 8.0 Fixed Route 7.5 8.7 (per 100K passengers)
≤ 8.0 Paratransit 8.2 8.4 (per 10K passengers)
9 Maintenance Reliability
Average Miles Between Road Calls 2016 YTD 2017 GOAL < 1 / 7,500 Fixed Route 7,153 6,693 miles < 1 / 75,000 Paratransit 101,392 66,283 miles
Enable Organizational Success
3 Performance Measures:
Training Rate
Annual Employee Evaluations
Governance
10 Training Rates
2016 YTD 2017 Goal
8 hours Advanced Fixed Route Completed Completed Training per Operator annually
Scheduled 8 hours Advanced Paratransit In Progress Training per for 2017 Operator annually
Ride Checks/ Ride Alongs
2016 YTD 2017 Goal 100% of 246* of 248 209 of 273 operators Fixed Route completed completed checked annually 100% of 58 of 58 29 of 59 operators Paratransit completed completed checked annually * All active Operators completed
11 Maintenance Training
2017 Goal
Measured Maintenance 25 hours per employee per year Annually
Managers/Supervisors/ Administrative Training
2017 Goal
Managers / Measured 100 % receive on-site or off-site Supervisors/ Annually training each year Admin
12 Governance Board Development Attendance at a transit-related conference / training event
Event Location Attendee(s)
Al French APTA Legislative Conference Washington, D.C. Candace Mumm March 12-14, 2017 Kevin Freeman
Al French APTA Annual Meeting / Expo Pamela Haley Atlanta, GA October 8 – 11, 2017 Kevin Freeman Josh Kerns
Exemplify Financial Stewardship
5 Performance Measures: Cost Efficiency Cost Effectiveness Cost Recovery from User Fees Maintenance Cost Financial Capacity Financial Management Service Level Stability Ability to Sustain Essential Capital Investments Public Perception
13 Fixed Route Cost Efficiency
Objective
OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE TO LESS THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS 2016 Status: 79.3% (STA - $115.62; Urban Average - $145.73)
Notes: Previous year results • 2015 & 2016 data from NTD reports STA 2017 data reflects year-to-date • Expenditures will lag slightly until end of year
Demand Response Cost Efficiency
Objective
OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS 2016 Status: 70.3.% (STA - $78.60; Urban Average - $111.84)
Notes: Previous year results • 2015 & 2016 data from NTD reports STA 2017 data reflects year-to-date • Expenditures will lag slightly until end of year
14 Cost Efficiency
Rideshare
2016 YTD 2017 Operating/Administrative Cost per Mile $0.49 $0.51 Revenue per Mile $0.53 $0.53
% 104.8% 104.5%
Goal: Recover 100% of Operating/Administrative costs
Fixed Route Cost Effectiveness
Objective
OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS 2016 Status: 64.6% (STA - $4.47; Urban Average - $6.92)
Notes: Previous year results • 2015 & 2016 data from NTD reports STA 2017 data reflects year-to-date • Expenditures will lag slightly until end of year
15 Demand Response Cost Effectiveness
Objective
OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS 2016 Status: 58.1% (STA - $27.32; Urban Average - $47.02)
Notes: Previous year results • 2015 & 2016 data from NTD reports STA 2017 data reflects year-to-date • Expenditures will lag slightly until end of year
Cost Recovery from User Fees
Fixed Route 2014 2015 2016 2017 24.0
23.0
22.0
21.0 Goal = 20
20.0 18.9 19.0 19.0 Percentage 17.2 18.0 18.5 16.9 17.0 17.5 16.0 17.2
15.0 1st Quarter 2nd Quarter 3rd Quarter 4th Quarter
Paratransit 2014 2015 2016 2017 8.0
7.5
7.0 Goal = 5 6.5 6.1 6.0 6.1 5.3 5.5 5.0 Percentage 5.0 4.5 4.8 5.3 4.0 4.5
3.5
3.0 1st Quarter 2nd Quarter 3rd Quarter 4th Quarter
16 Maintenance Cost
(Cost per Mile) 2016 YTD 2017 GOAL Fixed Route $1.19 $1.18 $1.28
Paratransit $1.01 $0.88 $0.91
Financial Management
17 Service Level Stability & Ability to Sustain Essential Capital Investments
Current Projection Goal # of Years Current Service 6 Years 6 Years Level Can Be Sustained Fully Funded Capital 6 Years 6 Years Improvement Plan
Public Perception
Community Survey Question Response* Standard STA is Financially Responsible 3.77 Score 4.5
* Survey completed in 2016
Ensure Safety
2 Performance Measures:
Preventable Accident Rate Injury Rate Workers Comp Time Loss Claims per 1,000 Hours
18 PREVENTABLE VEHICLE ACCIDENTS Fixed Route 2014 2015 2016 2017 Jan 3407 Feb 4134 Mar 6102 Apr 3555 May 2464 Goal: Jun 5593 Jul 2226 ≤ 0.08 per Aug 8235 10,000 miles Sep 6364 Oct 5250 Nov 3510 Dec 1310 Total Prev. Accidents 48 37 41 40 YTD PREVENTABLE ACCIDENTS PER 10,000 MILES 0.08 0.06 0.07 0.09
Preventable Accidents per 10,000 Miles 2014 2015 2016 2017 0.30
0.25
0.20
0.15
0.10
0.05
0.00 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
PREVENTABLE VEHICLE ACCIDENTS Paratransit 2014 2015 2016 2017 Jan 2222 Feb 0022 Mar 2015 Apr 2220 May 1002 Jun 2121 Goal: Jul 1023 Aug 1202 ≤ 0.10 per Sep 0100 10,000 miles Oct 1110 Nov 2130 Dec 1210 Total Prev. Accidents 15 12 16 17 YTD PREVENTABLE ACCIDENTS 0.11 0.09 0.12 0.16 PER 10,000 MILES
Preventable Accidents per 10,000 Miles 2014 2015 2016 2017 0.50 0.45 0.40 0.35 0.30 0.25 0.20 0.15 0.10 0.05 0.00 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 37
19 Workers’ Compensation Time Loss
Lost Time Days per 1,000 Hours 2016 YTD 2017 Goal
Fixed Route 0.03 0.02 ≤ 0.02
Paratransit 0.04 0.03 ≤ 0.04
Maintenance 0.05 0.03 ≤ 0.05
Workers’ Compensation Claims
Claims per 1,000 Hours 2016 YTD 2017 Goal
Fixed Route 0.04 0.07 ≤ 0.05
Paratransit 0.09 0.09 ≤ 0.08
Maintenance 0.09 0.07 ≤ 0.09
20