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Custom and Paratransit Program Development

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Custom and Paratransit Program Development Powered By Docstoc
					Custom and Paratransit
Program Development

BC Transit 2010 Workshop

Performance Monitoring and Reporting
Topics
 Weaknesses of current performance reporting
 Recommended performance measures
 Reporting recommendations




Performance Monitoring and Reporting
Weaknesses of current reporting
 The three-tier system: the tiers are very broad and
     group disparate places
    Some “paratransit” services are actually custom
     transit.
    Some “paratransit” services are actually conventional
     transit.
    Data errors: registrants, passengers, operating costs,
     trips per hour
    Fare recovery ratio is based on incomplete
     accounting of revenue
    No measure of subscription service

Performance Monitoring and Reporting
Performance Measurement
Guidelines
 Clear, precise definitions
 The purpose of each measure
 Provide a realistic and current picture of the
   efficiency and quality of operations
 Not overly burdensome
 Based on CUTA, past practice, TCRP Report 136
Terminology
 Performance Statistics: basic counts and quantities
   (registrants, trips, vehicle hours)
 Performance Measures: computed from performance
   statistics (trips per vehicle hour, cost per trip)
Performance Monitoring and Reporting
Types of Statistics and Measures
Statistics
 Passenger statistics
 Operating statistics
 Financial statistics
Performance Measures
 Basic measures
 Additional measures




Performance Monitoring and Reporting
Passenger Statistics
 Registrants                           Subscription trips
 Passenger-trips                       Total trips requested
 Taxi saver trips                      Total scheduled trips
 Off-route deviations
                                        No-shows
 Wheelchair passengers
 Ambulatory passengers                 Trips cancelled at the
 Attendant trips                        door
 Companion trips                       Unaccommodated
 Health connections medical             trip requests
  trips
 Dedicated vehicle trips
 Non-dedicated vehicle trips

Performance Monitoring and Reporting
Passenger Statistics
Registrants
All persons who meet the eligibility criteria, including any
attendants or companions who are required to register
for the service, and have completed all requirements of
the registration process (CUTA definition)


 Applies mainly to custom transit.
 Are attendants or companions required to register?
 Delete those with expired eligibility.
 Delete inactive registrants who have died, moved
    away, or are no longer interested in the service.
Performance Monitoring and Reporting
Passenger Trips
Custom Transit
All completed trips by registrants, attendants, companions on
dedicated or non-dedicated (taxi) specialized transit
 No Taxi Saver trips
 One-way trips
 Volunteer trips? (CUTA says no)
Paratransit
All trips regardless of fare category paid
 CUTA: linked trips
 CUTA: no “Auxiliary Service Passenger Trips” (school
     contracts, charters, and cross-boundary services
     operated under contract for adjacent municipalities)
Performance Monitoring and Reporting
Taxi Saver Trips
Rides arranged by registered users using subsidized
taxi saver coupons
 Part of the custom transit program but not included in
   the count of total handyDART or paratransit trips




Performance Monitoring and Reporting
Off-route deviations
Paratransit
The number of passenger trips that included a
requested off-route deviation for the pick-up, the drop-
off, or both
 Not a commonly-used statistic
 Essential to fairly evaluating a paratransit service
 Shows how much the service is truly different from
    ordinary conventional transit service.
 A lot of off-route deviations may help explain lower
    than average productivity.


Performance Monitoring and Reporting
Wheelchair and ambulatory passengers
Wheelchair passengers
Passenger-trips by people using any type of wheelchair
or scooter
 Applies to custom transit and paratransit
 Affects productivity
Ambulatory passengers
Non-wheelchair passengers
 Applies only to custom transit
 May be an unnecessary statistic



Performance Monitoring and Reporting
Attendants and Companions
Attendant trips
Trips provided to individuals accompanying registered
riders and whose help is required by the registered rider
 Provided free of charge
 Applies only to custom transit
Companion trips
Trips provided to individuals accompanying a registered
rider, other than attendants.
 Provided for the same fare charged to registered
    riders
 Applies only to custom transit
Performance Monitoring and Reporting
Health Connections – Medical Trips
Rides for medical reasons provided for Health
Connections
 Currently included in custom transit counts of
   “revenue passengers”
 How are these trips provided?
      a) Passengers ride the usual paratransit service and
         Health Connections pays the fare?
      b) On a separate service, in effect a contract service?
 If b), CUTA would call this “auxiliary service”




Performance Monitoring and Reporting
Dedicated and non-dedicated vehicles
Non-dedicated vehicle trips
Trips dispatched by the transit system to supplemental
providers
 Mainly Taxi Supplement Trips
 Could include volunteers or others
Dedicated vehicle trips
Trips provided in vehicles exclusively dedicated to the
transport of clients of the transit system (e.g. vans, small
buses)
 May be provided internally or under contract.
 Vehicles may be owned by the public agency or the
    contractor.
 Needed to allow computation of trips per vehicle-hour

Performance Monitoring and Reporting
Subscription Trips
Regular pre-scheduled trips with no call-in requirements,
for example for daily work trips or repeated medical
appointments
 Useful for analysis of capacity issues in a custom
    transit service.
 Is this relevant to paratransit service for off-route
    deviations?




Performance Monitoring and Reporting
Total Trips Requested
All subscription trips, reservations, on-demand trips,
unaccommodated trips, and no-show/cancelled trips
 Typically applies only to custom transit, but could be
    applied to off-route deviation requests in paratransit.
 Allows for analysis of unaccommodated trips.
 Requires every trip request to be recorded (e.g. in
    Trapeze or Adept).




Performance Monitoring and Reporting
Total Scheduled Trips
All trips that are reserved (including subscriptions), less
any trips that have been cancelled before the day of
service.
 Equals: (completed passenger trips) + (no-shows) +
    (cancels at the door) + (same-day cancellations)
 Equals: (trips put onto vehicle schedules) + (trips
    assigned to non-dedicated vehicles) + (trips
    assigned to dedicated vehicles on the day of service)
 Allows computation of a no-show rate
 Applies mainly to custom transit


Performance Monitoring and Reporting
No-Shows / Trips Cancelled at the Door
No-shows (NS)
Scheduled trips for which the vehicle arrived on-time and the
passenger did not show up or cancel in advance
Cancel at Door (CAD)
Scheduled trips for which the passenger is present at the
scheduled time and location but declines to take the trip
 Only on-time arrivals should count as NS/CAD’s. Others
   may be included in a count of “uncompleted trips.”
 Late arrivals may no longer be useful for the customer, or
   the customer may need to make other arrangements.
 Mainly a concern of custom transit, but could apply to off-
   route deviations in paratransit service

Performance Monitoring and Reporting
No-Shows / Trips Cancelled at the Door
 A count of NS/CAD’s needs to come from driver logs
  and dispatch records (paper or computerized)
 If NS/CAD’s are used as a basis for suspending
  privileges, then the counts should be 100% counts.
 If NS/CAD’s are used to look for performance issues,
  a sample can be used, e.g. several randomly chosen
  days each month
 Reporting optional for systems with fewer than 10
  buses/vans.




Performance Monitoring and Reporting
Unaccommodated Trip Requests
The number of trip requests that cannot be
accommodated at the time requested or at a reasonable
alternative time on the same day due to insufficient
service
 Includes requests placed on standby or wait list
    status that could not later be scheduled
 A partial and incomplete measure of unmet demand
 Does not include:
         “trip refusals” - trips customers did not accept even
          though the offered times were within the leeway
          allowed by system policy
         requests turned down because the trip is one not
          served under established rules
Performance Monitoring and Reporting
Operating Statistics
 Total revenue vehicles
 Revenue vehicle hours
 On-time trips




Performance Monitoring and Reporting
Total revenue vehicles
Total number of fully dedicated vehicles owned and/or
leased for the provision of the services
 Includes “spares” i.e. vehicles rotated into service to
   allow for maintenance, repairs, or extra service
 Does not include:
         inactive vehicles (not normally used in service)
         taxis, volunteer-owned vehicles




Performance Monitoring and Reporting
Revenue vehicle hours
Vehicle hours operated by fully dedicated vehicles in
service, excluding deadheading to and from garage,
maintenance, and training
 One “vehicle hour” = one vehicle operating for one
   hour
 Revenue hours for custom transit are from first
   pickup to last dropoff, excluding lunch breaks
 Compute from vehicle logs, not from schedules
 Excludes service hours by taxi or other vehicles not
   fully dedicated to the service (non-dedicated
   vehicles)

Performance Monitoring and Reporting
On-time trips
Custom Transit
Passenger trips completed in a timely manner
(according to the system’s definition of “on-time”)
 Example definitions on “on-time”
         pickup within a window of 30 minutes following (or
          sometimes centered on) the scheduled pickup time
         customer delivered to the destination by the promised
          time
 Large systems: 100% of trips from MDTs or driver
  logs entered into the scheduling system
 Small systems: analysis of driver logs for five
  randomly chosen days

Performance Monitoring and Reporting
On-time trips
Paratransit
Departures from time points in a timely manner
(according to the system’s definition of “on-time”)
 Typical definition of on-time: 0 to 5 minutes after the
   scheduled time
 Possible data sources:
         MDT readings
         Observations by supervisors
         Driver logs



Performance Monitoring and Reporting
Financial Statistics
 Operating cost
 Dedicated vehicle operating cost
 Revenue




Performance Monitoring and Reporting
Operating cost
The cost of salaries, wages, benefits, and expenses
used for vehicle operations, scheduling and dispatching,
maintenance, and administration
 Expenses include:
         insurance
         fuel
         utilities
         travel costs
         office supplies
         amounts paid to contractors such as taxi companies
 Excludes debt service

Performance Monitoring and Reporting
Dedicated vehicle operating cost
Operating costs excluding the cost of supplemental taxi
service and taxi saver trips, and any other non-
dedicated vehicle service
 Used for computation of trips per revenue vehicle
   hour, and cost per revenue vehicle hour




Performance Monitoring and Reporting
Revenue
Fare revenue and other revenue such as advertising or
payments by Health Connections for service
 Ideally should include revenue from sale of tickets or
   passes
 Issues:
         Tickets and passes good on multiple modes
         Validity periods that don’t match reporting periods
 Note it if only cash fare revenue is reported




Performance Monitoring and Reporting
Basic Performance Measures
Measure                    What it measures               Applicability
Operating Cost per         Overall efficiency             All
Passenger
Operating Cost per         Operational efficiency,        All
Revenue Vehicle Hour       distinct from passenger-
                           related issues
Dedicated Vehicle Trips    “Productivity” –               All
per Revenue Vehicle        Effectiveness of
Hour                       scheduling and vehicle
                           management
Subscription Trip          Availability of capacity for   All custom transit, optional
Percentage                 “casual” trips                 for paratransit
No-show Rate               Effectiveness of customer Custom transit with 10+
                           education, driver training, vehicles, optional for small
                           dispatching                 custom transit services
                                                       and for paratransit.

Performance Monitoring and Reporting
Basic Performance Measures
Measure                    What it measures           Applicability
On-time Performance        Service quality,           All
                           effectiveness of
                           scheduling and
                           dispatching
Unaccommodated Trip        Partial measure of unmet   All custom transit, optional
Rate                       demand (usually self-      for paratransit
                           limiting)
Denial Rate              Customer experience of       All custom transit,
(Unaccommodated trips) / casual trip availability     optional for paratransit
(Non-subscription trips)

Off-route Deviation        Difference from            All paratransit
Percentage                 conventional transit




Performance Monitoring and Reporting
Additional Performance Measures
Measure                                Possible usefulness
Missed trip rate                       Frequency of vehicles arriving too
                                       late for trip to be useful to the
                                       passenger
Passenger Trips per Registrant         Type of usage, presence of
                                       inactive registrants
Passenger Trips per Capita             Outreach and marketing, unmet
                                       need, concentration of service on
                                       certain needs
Registrants per Capita                 Market penetration, eligibility
                                       process, level of need in the
                                       community
Uncompleted Trip Rate (no-shows, Wasted capacity
cancel at door, missed trip, late
cancels)


Performance Monitoring and Reporting
Monthly Reporting to BC Transit
Statistic     Jul     Aug     Sep     Oct      Nov      Dec      Jan     Feb      Mar      Apr     May      Jun      Total

Registrants    xxxx    xxxx    xxxx     xxxx     xxxx     xxxx    xxxx     xxxx     xxxx    xxxx     xxxx     xxxx       xxxx

Passengers     xxxx    xxxx    xxxx     xxxx     xxxx     xxxx    xxxx     xxxx     xxxx    xxxx     xxxx     xxxx       xxxx

Off-route      xxxx    xxxx    xxxx     xxxx     xxxx     xxxx    xxxx     xxxx     xxxx    xxxx     xxxx     xxxx       xxxx
deviations
Wheelchair     xxxx    xxxx    xxxx     xxxx     xxxx     xxxx    xxxx     xxxx     xxxx    xxxx     xxxx     xxxx       xxxx
Passengers
Ambulatory     xxxx    xxxx    xxxx     xxxx     xxxx     xxxx    xxxx     xxxx     xxxx    xxxx     xxxx     xxxx       xxxx
Passengers
Attendant      xxxx    xxxx    xxxx     xxxx     xxxx     xxxx    xxxx     xxxx     xxxx    xxxx     xxxx     xxxx       xxxx
Trips
Companion      xxxx    xxxx    xxxx     xxxx     xxxx     xxxx    xxxx     xxxx     xxxx    xxxx     xxxx     xxxx       xxxx
Trips                  Definitions
                       Registrants: Individuals who have been determined eligible.
                       Passenger-trips:
                       Custom: completed trips of all types.
                       Paratransit: linked trips in all fare categories
                       Off-route deviations: Trips requiring an off-route deviation for the pick-up, drop-off, or both
                       Etc.


Performance Monitoring and Reporting
BC Transit Summary Reports



    Statistics that apply to custom
               transit only




                      Statistics that apply to all systems




                                         Performance measures for all
                                                  systems




Performance Monitoring and Reporting

				
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