DART Fiscal Year 2020 Quadrennial Performance Review Covering FY2016 – FY2019 DART Fiscal Year 2020 Quadrennial Performance Review Covering FY2016 – FY2019 Author(s): Sasha Page, Arjun Pant, Christine Shepherd, Kimmo Oostermeyer, Jeroen Kok (IMG Rebel Advisory, Inc.), Diane Gollhofer Raines (DGR Consultants LLC), Ray Friem (CodeRed Business Solutions, Inc.), and Thomas A. Rubin Date: April 15th, 2021 Final 1015 15th St. NW Suite 600 Washington, DC 20005 www.rebelgroup.com DART Fiscal Year 2020 Quadrennial Performance Review | Status: Final 3/177 Table of contents Glossary of Abbreviations ..................................................................................................................... 9 1. Executive Summary.......................................................................................................................... 12 1.1 Requirements of the Audit ......................................................................................................................................... 12 1.2 Performance Review Summary ................................................................................................................................. 12 1.2.1 Key Performance Measures ............................................................................................................................. 13 1.2.2 Compliance............................................................................................................................................................. 15 1.2.3 Operations .............................................................................................................................................................. 16 1.2.4 Observations and Findings .............................................................................................................................. 25 2. Key Performance Indicators ............................................................................................................ 31 2.1 DART Performance over Performance Review Period (2016-2019) ........................................................... 31 2.1.1 Subsidy per Passenger ....................................................................................................................................... 32 2.1.2 Operating Cost per Revenue Mile and per Revenue Hour ................................................................. 34 2.1.3 Sales Tax per Passenger .................................................................................................................................... 37 2.1.4 Farebox Recovery Rate ...................................................................................................................................... 37 2.1.5 Number of Passengers per Hour ................................................................................................................... 38 2.1.6 On-Time Performance ....................................................................................................................................... 39 2.1.7 Number of Accidents per 100,000 Miles .................................................................................................... 40 2.1.8 Number of Miles Between Mechanical Service Calls ............................................................................. 41 2.1.9 General Observations on KPIs......................................................................................................................... 42 2.2 Peer Analysis ..................................................................................................................................................................... 43 2.2.1 Introduction ........................................................................................................................................................... 43 2.2.2 Peer Selection Criteria ........................................................................................................................................ 44 2.2.3 Descriptive Metrics and Narrative ................................................................................................................. 45 2.2.4 DART Performance Versus Peers ................................................................................................................... 50 2.2.5 Summary ................................................................................................................................................................. 63 3. Statutory Compliance ...................................................................................................................... 65 3.1 Purpose ............................................................................................................................................................................... 65 3.2 Procedure .......................................................................................................................................................................... 65 3.3 Overall Conclusions ....................................................................................................................................................... 66 3.4 Analysis ............................................................................................................................................................................... 66 4. Administration & Management of Transit Operations ................................................................ 81 4.1 Modal Overview .............................................................................................................................................................. 81 DART Fiscal Year 2020 Quadrennial Performance Review | Status: Final 4/177 4.1.1 Organization and General Overview ............................................................................................................ 85 4.1.2 Initiatives During Review Period .................................................................................................................... 86 4.1.3 Audits During Review Period .......................................................................................................................... 86 4.1.4 Management Initiatives Going Forward ..................................................................................................... 87 4.2 DART Bus System Organization and Resources ................................................................................................. 87 4.2.1 Bus Operations and Maintenance Facilities .............................................................................................. 87 4.2.2 Employees by Facility ......................................................................................................................................... 89 4.2.3 Bus Operations Initiatives During Review Period .................................................................................... 90 4.2.4 Bus Operations KPIs ............................................................................................................................................ 91 4.2.5 DART Bus Operations Staff Initiatives and Issues Going Forward .................................................... 94 4.2.6 Bus Maintenance Personnel Resources ...................................................................................................... 94 4.2.7 Bus Fleet Composition ....................................................................................................................................... 95 4.2.8 Bus Fleet Maintenance Initiatives During Review Period ..................................................................... 96 4.2.9 Key Bus Maintenance KPIs ............................................................................................................................... 96 4.2.10 Costs and Subsidies Issues ............................................................................................................................ 98 4.2.11 Bus Maintenance Initiatives Going Forward ........................................................................................... 98 4.3 Light Rail .......................................................................................................................................................................... 100 4.3.1 Organization and Resources ......................................................................................................................... 100 4.3.2 Operations and Maintenance Staffing ...................................................................................................... 100 4.3.3 LRT Operations and Maintenance Initiatives .......................................................................................... 101 4.3.4 Ridership and KPIs ............................................................................................................................................. 101 4.3.5 Accidents and Customer Service ................................................................................................................. 103 4.3.6 Costs and Subsidies Issues ............................................................................................................................. 105 4.3.7 LRT Operating and Maintenance Initiatives and Issues Going Forward ...................................... 106 4.3.8 Fleet Characteristics .........................................................................................................................................