(Page left intentionally blank) Table of Contents EXECUTIVE SUMMARY .......................................................................................................................................................... E-1 Literature Review ................................................................................................................................................................................................................E-1 Operating Environment Review ........................................................................................................................................................................................E-1 Peer Community and Best Practices Review...................................................................................................................................................................E-2 Review of Policies and Procedures and Service Recommendations ...........................................................................................................................E-2 1 LITERATURE REVIEW ........................................................................................................................................................... 1 1.1 Best Practices in Operations ..................................................................................................................................................................................... 1 1.1.1 Integration into the Existing Fleet ........................................................................................................................................................................................................... 1 1.1.2 Operational Characteristics ........................................................................................................................................................................................................................ 2 1.1.3 Infrastructure Needs ..................................................................................................................................................................................................................................... 3 1.1.4 Operator Training .......................................................................................................................................................................................................................................... 5 1.1.5 Branding and Customer Perception ....................................................................................................................................................................................................... 5 1.1.6 Other Operational Procedures .................................................................................................................................................................................................................. 6 1.2 Best Practices in Maintenance .................................................................................................................................................................................. 6 1.2.1 Fleet Maintenance ......................................................................................................................................................................................................................................... 6 1.2.2 Maintenance Facility ..................................................................................................................................................................................................................................... 7 1.3 Conclusion ................................................................................................................................................................................................................... 7 2 PEER COMMUNITY AND BEST PRACTICES REVIEW ........................................................................................................ 8 2.1 Peer Selection.............................................................................................................................................................................................................. 8 2.2 Summary of Interviews .............................................................................................................................................................................................. 9 2.3 Fleet Characteristics ................................................................................................................................................................................................. 10 2.4 Planning Considerations.......................................................................................................................................................................................... 10 2.4.1 Implementation ............................................................................................................................................................................................................................................ 10 2.4.2 Bus Stop and Roadway .............................................................................................................................................................................................................................. 11 2.4.3 Staffing Levels ............................................................................................................................................................................................................................................... 11 2.5 Branding and Perception ........................................................................................................................................................................................ 11 2.6 Safety and Comfort .................................................................................................................................................................................................. 12 2.7 Operations ................................................................................................................................................................................................................. 12 2.7.1 Scheduling ...................................................................................................................................................................................................................................................... 12 2.7.2 Vehicle Operation ........................................................................................................................................................................................................................................ 12 2.7.3 Operator Training ........................................................................................................................................................................................................................................ 13 2.7.4 Boarding Standards ..................................................................................................................................................................................................................................... 14 2.7.5 Supplemental/Special Service ................................................................................................................................................................................................................. 14 2.8 Maintenance .............................................................................................................................................................................................................. 14 2.8.1 Costs .................................................................................................................................................................................................................................................................. 14 2.8.2 Inspection Procedures / Preventative Maintenance ...................................................................................................................................................................... 15 2.8.3 Towing .............................................................................................................................................................................................................................................................. 16 2.8.4 General Maintenance ................................................................................................................................................................................................................................. 16 2.9 Conclusion ................................................................................................................................................................................................................. 16 3 OPERATING ENVIRONMENT REVIEW ............................................................................................................................ 17 3.1 System Overview ...................................................................................................................................................................................................... 17 3.1.1 Transit Service ..............................................................................................................................................................................................................................................