DEC 16 FINAL(1) - Sun Tran Reports/DEC_16_FINAL(1).pdf · 4 Sun Tran & Sun Van Strategic Goals...

MONTHLY REPORTDECEMBER 2015

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Sun Tran & Sun VanMonthly Operations Report

Table of Contents

December 2015SECTION PAGE

I.System Highlights and Accomplishments 3-9

II.Sun Tran

a.Ridership 10b.Revenue 11c.Pass Sales 12d.Summary of Expenses 13e.System Summary 14f.Annual Ridership 15g.Performance Indicators 16-26h.Route Performance Profile 27i.Route Passenger Per Hour Ranking 28j.Customer Satisfaction 29

III.Sun Vana.Ridership & Revenue Collection 30b.Summary of Expenses 31c.System Summary 32-33d.Annual Ridership 34e.Performance Indicators 35-40f.Customer Satisfaction 41

IV.Glossaries 42-43

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Sun Tran & Sun VanStrategic Goals Progress Update

December 2015

In addition to highlighting major accomplishments and programs each month, this section communicates Sun Tran and Sun Van’s ongoing efforts to achieve FY 2016 system goals and objectives.

Provide Excellent Customer Service

Sun Tran Customer ServiceSun Tran’s Customer Service Center answered 94 percent of the total number of calls received, a 2 percent increase from the previous month and a 3 percent increase from the same time last year. Customer service representatives met the established goal of answering at least 85 percent of total calls, keeping the average ring time at 14 seconds or less and keeping the calls at 90 seconds or less. These goals are to help ensure better service for the thousands of passengers who phone the call center.

Sun Tran’s number of complaints decreased by 7 percent when compared to the previous month and by 12 percent when compared to the same time last year.

Additionally, compliments increased by 15 percent when compared to the previous month of December.

Sun Van Customer Calls Sun Van’s dispatch answered 17,296 calls, an increase of 4.2 percent when compared to the last month, and an increase of 3.6 percent when compared to the same time last year.

Sun Van’s dispatch answered 83.2 percent of the calls offered, a decrease of .41 percent from December and a 2.7 percent decrease from December of 2014.

Reservations answered 17,613 calls, an increase of 2.3 percent when compared to the previous month, and an increase of 3.5 percent when compared to the same time last year.

Reservations answered 96.5 percent of the calls offered during the month of December, an increase of .5 percent from the previous month, and a .5 percent increase from the same time last year.

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December 2015ContinuedReservations Spanish answered 1,026 calls, a decrease of 3.1 percent when compared to the previous month and an increase of 31.4 percent when compared to the same time last year. Reservations Spanish answered 96.4 percent of the calls offered, which is a 0.9 percent increase from December and a 3.5 percent increase from December of 2014.

Dispatch percentage of abandoned calls was 3.46 percent not reaching their goal of less than 3.2 percent. Reservations abandoned calls were 1.4 percent, Spanish abandoned calls were 1.79 percent, reaching their goal for the month of December.

On-time Performance for the month was 95 percent, not reaching the established goal of 96 percent. This statistic is connected to an increase in ridership and a less than optimal number of operators, which leads to more trips per operator and delays in service.

Special Services Office ActivityThe Special Services staff assisted approximately 4,339 customers during the month, an increase of 1.5 percent when compared to the previous month. The daily average was 197 customers compared to 213 for the prior month and 224 for the same time last year. Daily average reflected in December is lower than the previous month as the Special Services Office was open 22 days in the month of December as compared to 20 in December.

Staff issued a total of 2,407 SunGO ID & Cards during the month of December, compared to 2,562 issued in December and 2,627 issued in December of 2014. Specifically, the cards issued in December were, 1,780 low-income (549 replacement), 422 disabled (231 replacement), and 205 senior (63 replacement).

Agents answered 2,694 calls on the English line or 88.1 percent calls answered with 328 calls abandoned. The percentage of calls answered for English in December was higher than the prior month, which was 85.5 percent, and higher by 1.5 percent from the same time last year.

Agents also answered 38 calls on the Spanish line or 97.4 percent of calls answered with no calls abandoned. The percent of calls answered for Spanish in December was higher than the prior month, which was 97.37 percent, and lower by .06 percent from December of 2014, which was 97.5 percent.

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December 2015ContinuedWe continue to monitor staffing needs to improve call statistics and decrease abandoned calls and wait times.

Ensure an Efficient and Effective Operation

Sun Van Labor NegotiationsSun Van and Teamsters Local 104 representatives announced a new two-year contract.

VehiclesSun Van accepted and put in service two Glaval mini buses from National bus sales.

Sun Van submitted Buy America documentation on build content to the City of Tucson for National Bus Sales for two GlavalParatransit Mini Buses with full compliance.

Sun Tran Maintenance Goals During the month, 140 preventative maintenance inspections of Sun Tran buses, 33 air conditioner inspections and 15 preventative maintenance inspections of support vehicles were completed during the month of December, all with 100 percent on-time performance. A total of 17 Quality Assurance Inspections were performed by Maintenance Manager and Supervisors.

The active fleet for Garage 1 (South Yard) maintenance shop remains at 122 buses and the active fleet at Garage 2 (NW Facility) is 124 buses. This is one vehicle less than the previous month in order to comply with spare ratio requirements. The total active fleet for the month is 246.

Bus Ratio Goals For Fiscal Year 2016, the goal is to keep the inoperable bus spare ratio —the percentage of buses not used in peak service because they are scheduled for repairs— at or below 20 percent for both shops. For the month of December the inoperable bus spare ratio was 15.86 for combined maintenance shops, meeting the goal.

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December 2015ContinuedWorkforce Compliance and Additions Human Resources (HR) staff at both Sun Tran and Sun Van attended an “Independent Contractor” webinar that discussed the definition of an independent contractor and the legal requirements as well as the advantages and disadvantages of using independent contractors.

Employee and Labor Relations Wells Fargo sponsored a webinar for Sun Tran employees to assist with planning ahead for retirement. The free live webinar was titled “Investing in Your Retirement,” and discussed markets and how they work, ways to monitor the performance of investments and how fluctuations in the market may impact your account.

A staff meeting was held at Sun Van during the month of December. Topics discussed included safety, on-time performances of operators and immediate staffing needs for both administrative and union positions.

Cost Saving Measures and Efficient FacilitiesSun Tran’s Northwest Facility produced 10,100 kWh of electricity from the solar panels. This provides a cost avoidance of approximately $1,010 for the electricity generated and a Tucson Electric Power solar credit reimbursement to the City of Tucson’s Department of Transportation of $1,616.

Improve Safety and Security

Employee Training & SafetyDuring the month of December, Cummins conducting training at Sun Tran’s Northwest facility. The primary purpose of the training is to demonstrate proper engine tear-down procedures and engine reassembly. During this training, trainees also learned how to inspect engines and their components, identify the proper tools to use for any given job assignment, and repair practices. The importance of documentation was also emphasized.

The Transportation Safety Institute continued providing training to nine Sun Tran and Sun Van supervisory employees. The purpose of the training was to provide participants with the knowledge and skills needed to successfully elicit, analyze, andrecord facts, conditions, and circumstances of a bus collision investigation. The ultimate goal is to prevent accidents. The supervisors attending this training will share safety information from the class with staff.

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December 2015ContinuedIncrease Ridership

Sun Tran RidershipPassenger ridership for December totaled 1,422,413. This is a decrease of 213,643 or (13.1%) from the prior year and is under budget by 249,287 or (14.9%).

YTD passenger ridership is 7,120,588. This is a decrease of 2,949,597 or (29.3%) from the prior year and 3,163,332 or (30.8%) under budget.

Passenger revenue for December was $743,553. This is a decrease of $278,843 (27.3%) when compared to the prior year.Sun Tran’s December pass sales were $261,530 after allocating Sun Link and Sun Shuttle’s pass sales – revenue share of $5,777 and $1,701, respectively. This is a decrease of $278,843 (27.3%) from the prior December and MTD passenger revenue is under budget by $139,757 (15.8%).

YTD passenger revenue is $4,193,799 which is a decrease of $2,252,396 (34.9%) from the prior year and $1,846,091 (30.6%) under budget.

Revenue per passenger boarding in December was $.52 cents compared to $.57 cents last year for the same time period.

The overall farebox recovery ratio for December is 14.2%, while YTD, is 15.4%.

Sun Van Ridership Sun Van ridership for December totaled 46,218. This is an increase of 1,758 or 4.0% compared to December 2014. Revenue passengers, excluding Personal Care Attendants (PCA) increased by 1,385 passengers or 3.3%.

Total passenger ridership year to date is 291,076. This is an increase of 14,865 or 5.4% compared to last fiscal year. Revenue passengers, excluding Personal Care Attendants (PCA), increased by 13,560 passengers or 5.2%.

Sun Van ridership demand for the month of December 2015 was approximately 64,129 passenger trips, an increase of 2.6% when compared to the previous year. Productivity was 1.69 passengers per hour, up .02 passengers per hour.

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December 2015ContinuedSun Link PromotionsSun Tran staff attended Sun Link weekly marketing meetings to prepare for the upcoming Gem and Mineral Show. Staff drafted communication materials for the event, such as a press release and social media posts, in addition to placing advertising. Promotional opportunities in December included Santa on Sun Link events, the Arizona Bowl Game, and the Downtown Parade of Lights.

Community OutreachIn partnership with Journal Broadcasting, Sun Tran held a “Stuff-the-Bus” toy drive event to benefit the Salvation Army’s Christmas Gift Distribution Program. With the help of the community two buses were filled with toys for local children.

A START training session was held at El Pueblo Senior Center with 15 seniors in attendance.

A Speakers Bureau presentation on regional transit options was given to the Coordinating Committee of the City of Tucson’s Family Self-Sufficiency Program with 15 people in attendance.

Passenger ToolsSun Tran’s Facebook audience increased by .8 percent when compared to the previous month, and increased by 41.9 percent when compared to the same time last year. The post with the highest reach in December was the initial Fare Enforcement Officer announcement on December 30, with over 1,200 organic impressions, the number of unique people reached through unpaid distribution.

Sun Tran’s twitter audience grew by .4 percent when compared to the previous month and by 33.3 percent when compared to the same time last year. Profile visits increased by 14.6 percent when compared to the previous month. The top Tweet for the month was announcing Sun Tran and Sun Link’s Christmas schedule, with over 1,300 impressions.

Sun Tran’s website had 161,308 page views, a decrease of 7.9 percent when compared to the previous month. The website had a total of 103,711 sessions, a decrease of 6 percent when compared to the previous month. A total of 79.4 percent of sessions were accessed with a mobile device.

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December 2015ContinuedGoTucson Mobile AppThe GoTucson mobile app has continued to be promoted during the month of December through placed advertising, social media and online. The number of individuals utilizing the GoTucson mobile app to ride transit throughout the community was 1,707, compared to 1,940 in November 2015.

SunGO UpdateSun Tran staff sent a training update to Pass Provider Organizations (Get on Board employers, Non-Profit Organizations, Non-Profit Schools, Other Schools and Miscellaneous Organizations) asking organizations to instruct their clients/students/employees to discard used SunGO Tickets unless they plan to reload them themselves at Ticket Vending Machines located at the three transit centers.

Get on Board & Organizations UpdateAn update was drafted summarizing input from the larger Pass Provider Organizations and SunGO Sales Outlets on how the SunGO system is currently working at these organizations and for their riders. The update will be shared with the Transit Task Force at the January 11th meeting.

SunGO sales outlet Maynard’s Market asked to move the sales location to Hotel Congress as that location has more traffic than Maynard’s and is closer to both Ronstadt Transit Center and Sun Link streetcar stops.

Currently there are 247 locations where passes are provided or sold, including: 42 Get on Board employers, 24 miscellaneous organizations, 93 non-profit organizations, 25 non-profit schools, 25 other schools and 38 Sales Outlets.

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SUN TRAN RIDERSHIP

VARIANCE DECEMBER VARIANCE

ROUTE PASSENGERS:CURRENT

YEARPRIOR YEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT

FULL FARE 396,227 474,811 (78,584) -16.6% 482,010 (85,783) -17.8% ECONOMY FARE 575,180 617,022 (41,842) -6.8% 626,370 (51,190) -8.2% EXPRESS FARE 16,503 19,967 (3,464) -17.3% 20,270 (3,767) -18.6% DAY PASS 72,242 104,447 (32,205) -30.8% 106,030 (33,788) -31.9% OTHER 65,588 83,438 (17,850) -21.4% 95,550 (29,962) -31.4%ROUTE REVENUE PASSENGERS 1,125,740 1,299,685 (173,945) -13.4% 1,330,230 (204,490) -15.4% TRANSFER PASSENGERS 262,525 294,543 (32,018) -10.9% 299,010 (36,485) -12.2% CHILDREN =<5 33,433 41,219 (7,786) -18.9% 41,840 (8,407) -20.1% PCA 715 609 106 17.4% 620 95 15.3% FREE RIDE DAY 0 0 0 0.0% 0 0 0.0%TOTAL ROUTE PASSENGERS 1,422,413 1,636,056 (213,643) -13.1% 1,671,700 (249,287) -14.9%

TOTAL PASSENGERS 1,422,413 1,636,056 (213,643) -13.1% 1,671,700 (249,287) -14.9%

Calendar DaysCURRENT

YEARPRIOR YEAR Average Route Ridership

CURRENT YEAR

PRIOR YEAR

Weekdays 22 22CURRENT

YEARPRIOR YEAR Weekdays 55,775 64,312

Saturdays 4 4 13 14 Saturday 26,939 29,745 Sundays 4 4 Sunday 19,242 22,575 Holidays 1 1 Holidays 10,650 11,919

Total 31 31 Total 45,884 52,776

YEAR TO DATEVARIANCE DECEMBER VARIANCE

ROUTE PASSENGERS:CURRENT


FULL FARE 1,988,298 3,008,407 (1,020,109) -33.9% 3,054,010 (1,065,712) -34.9% ECONOMY FARE 2,823,723 3,781,185 (957,462) -25.3% 3,838,470 (1,014,747) -26.4% EXPRESS FARE 86,743 141,519 (54,776) -38.7% 143,670 (56,927) -39.6% DAY PASS 397,270 543,514 (146,244) -26.9% 551,730 (154,460) -28.0% OTHER 342,154 526,639 (184,485) -35.0% 595,780 (253,626) -42.6%ROUTE REVENUE PASSENGERS 5,638,188 8,001,264 (2,363,076) -29.5% 8,183,660 (2,545,472) -31.1% TRANSFER PASSENGERS 1,315,003 1,811,482 (496,479) -27.4% 1,838,930 (523,927) -28.5% CHILDREN =<5 163,845 253,462 (89,617) -35.4% 257,290 (93,445) -36.3% PCA 3,552 3,977 (425) -10.7% 4,040 (488) -12.1% FREE RIDE DAY 0 0 0 0.0% 0 0 0.0%TOTAL ROUTE PASSENGERS 7,120,588 10,070,185 (2,949,597) -29.3% 10,283,920 (3,163,332) -30.8%

TOTAL PASSENGERS 7,120,588 10,070,185 (2,949,597) -29.3% 10,283,920 (3,163,332) -30.8%

Calendar DaysCURRENT

YEARPRIOR YEAR Average Route Ridership

CURRENT YEAR

PRIOR YEAR

Weekdays 129 128CURRENT

YEARPRIOR YEAR Weekdays 47,744 67,283

Saturdays 23 26 86 91 Saturday 24,166 31,202 Sundays 20 26 Sunday 18,727 22,020 Holidays 3 4 Holidays 10,408 18,547

Total 175 184 Total 40,689 54,729

Notes:FY16 Strike Ridership was 226,526 for August and 277,338 for September for a total of 503,864 passengers.Due to the strike, August had 3 less Saturdays and 4 less Sundays, while September had 2 less Sundays.

School Days

DECEMBER

DECEMBER

School Days

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VARIANCE DECEMBER VARIANCECURRENT


ROUTE PASSENGER REVENUE: FULL FARE 490,305$ 687,131$ (196,826)$ -28.6% 562,130$ (71,825)$ -12.8% ECONOMY FARE 134,228 181,974 (47,745) -26.2% 154,530 (20,302) -13.1% EXPRESS FARE 26,547 50,506 (23,959) -47.4% 43,670 (17,123) -39.2% DAY PASS 41,606 34,255 7,351 21.5% 40,240 1,366 3.4% OTHER 50,867 68,530 (17,663) -25.8% 82,740 (31,873) -38.5%

TOTAL ROUTE PASSENGER REVENUE 743,553$ 1,022,396$ (278,843)$ -27.3% 883,310$ (139,757)$ -15.8%

YEAR TO DATE VARIANCE DECEMBER VARIANCECURRENT


ROUTE PASSENGER REVENUE: FULL FARE 2,797,997$ 4,331,224$ (1,533,227)$ -35.4% 4,060,610$ (1,262,613)$ -31.1% ECONOMY FARE 725,993 1,132,666 (406,673) -35.9% 943,260 (217,267) -23.0% EXPRESS FARE 176,957 303,326 (126,369) -41.7% 281,630 (104,673) -37.2% DAY PASS 216,445 268,479 (52,034) -19.4% 263,140 (46,695) -17.7% OTHER 276,408 410,500 (134,092) -32.7% 491,250 (214,842) -43.7%

TOTAL ROUTE PASSENGER REVENUE 4,193,799$ 6,446,195$ (2,252,396)$ -34.9% 6,039,890$ (1,846,091)$ -30.6%

Notes: FY16 August cash revenue was $205,603 due to the strike.FY16 September cash revenue was $312,202 due to the strikeYTD pass revenue has been reduced by $342,546 for Sun Link's YTD Fiscal Year 2016 revenue share.YTD pass revenue has been reduced by $2,899 for Sun Shuttle's YTD Fiscal Year 2016 revenue share.

DECEMBER

DECEMBER

SUN TRAN REVENUE

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SUN TRAN PASSES SOLD AND PASS REVENUE

PASSES SOLD PASS REVENUEDECEMBER VARIANCE DECEMBER VARIANCE

CURRENT PRIOR AMOUNT PERCENT CURRENT PRIOR AMOUNT PERCENTMONTHLY

8450 DAY PASS 3,666 2,801 865 30.9% 12,831 10,525 $2,306 21.9%8459 DISCOUNTED DAY PASS 16,443 13,560 2,883 21.3% 28,775 23,730 $5,045 21.3%8450 FULL FARE 7 DAY 0 785 (785) -100.0% 0 0 $0 0.0%8450 FULL FARE MONTHLY 2,160 7,316 (5,156) -70.5% 88,415 146,335 ($57,920) -39.6%8451 ECONOMY MONTHLY 4,977 3,109 1,868 60.1% 73,296 108,806 ($35,510) -32.6%8452 EXPRESS MONTHLY 378 734 (356) -48.5% 20,286 40,259 ($19,973) -49.6%8455 ANNUAL 8 0 8 100.0% 3,304 - $3,304 100.0%8453 COLLEGE PASS 34 995 (961) -96.6% 3,180 95,908 ($92,728) -96.7%8453 COLLEGE PASS EXPRESS 4 7 (3) -42.9% 654 4,290 ($3,636) -84.8%8454 SUMMERGO YOUTH PASS 0 0 - 0.0% - 0 $0 0.0%

SUBTOTAL: 27,670 29,307 (1,637) -5.6% 230,740$ 429,853$ (199,113)$ -46.3%STORED VALUE

8450 FULL FARE STORED VALUE 9,604 11,822 (2,218) -18.8% 14,406 17,733 ($3,327) -18.8%8451 ECONOMY STORED VALUE 28,535 27,689 846 3.1% 14,268 13,845 $423 3.1%8452 EXPRESS STORED VALUE 1,058 1,045 13 1.2% 2,116 2,090 $26 1.2%

SUBTOTAL: 39,197 40,556 (1,359) -3.4% 30,790$ 33,668$ (2,878)$ -8.5%

TOTAL 66,867 69,863 (2,996) -4.3% 261,530$ 463,521$ (201,991)$ -43.6%

YEAR TO DATE PASSES SOLD PASS REVENUE

CURRENT PRIOR AMOUNT PERCENT CURRENT PRIOR AMOUNT PERCENTMONTHLY

8450 DAY PASS 19,161 19,674 (513) -2.6% 67,066 97,611 (30,546) -31.3%8459 DISCOUNTED DAY PASS 85,359 97,640 (12,281) -12.6% 149,378 170,868 (21,490) -12.6%8450 FULL FARE 7 DAY 226 7,015 (6,789) -96.8% 2,887 0 2,887 100.0%8450 FULL FARE MONTHLY 15,223 45,883 (30,660) -66.8% 612,527 1,096,804 (484,277) -44.2%8451 ECONOMY MONTHLY 28,514 27,990 524 1.9% 419,068 682,604 (263,536) -38.6%8452 EXPRESS MONTHLY 1,923 3,511 (1,588) -45.2% 100,492 192,620 (92,128) -47.8%8455 ANNUAL 16 0 16 100.0% 4,432 - 4,432 100.0%8453 COLLEGE PASS 1,982 2,893 (911) -31.5% 210,628 484,323 (273,695) -56.5%8453 COLLEGE PASS EXPRESS 190 902 (712) -78.9% 50,138 70,588 (20,450) -29.0%8454 SUMMERGO YOUTH PASS (161) 0 (161) 100.0% (1,212) 0 (1,212) 100.0%

SUBTOTAL: 152,433 205,508 (53,075) -25.8% 1,615,404$ 2,795,418$ (1,180,014)$ -42.2%STORED VALUE

8263 FULL FARE STORED VALUE 50,387 73,867 (23,480) -31.8% 75,581 110,801 (35,220) -31.8%8450 ECONOMY STORED VALUE 140,266 173,419 (33,153) -19.1% 70,153 86,710 (16,557) -19.1%8452 EXPRESS STORED VALUE 5,850 7,114 (1,264) -17.8% 11,700 14,228 (2,528) -17.8%

SUBTOTAL: 196,503 254,400 (57,897) -22.8% 157,434$ 211,738$ (54,305)$ -25.6%

TOTAL 348,936 459,908 (110,972) -24.1% 1,772,837$ 3,007,156$ (1,234,319)$ -41.0%

Note:FY16 August cash revenue was $205,226 due to the strike.FY16 September cash revenue was $312,202 due to the strikeYTD pass revenue has been reduced by $342,546 for Sun Link's YTD Fiscal Year 2016 revenue share.YTD pass revenue has been reduced by $2,899 for Sun Shuttle's YTD Fiscal Year 2016 revenue share.

DECEMBER DECEMBER VARIANCEVARIANCE

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DECEMBER DECEMBER DECEMBER VARIANCECURRENT PRIOR VARIANCE

YEAR YEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT

OPERATOR WAGES 1,575,962$ 1,492,150$ (83,812)$ -5.6% 1,400,578$ (175,385)$ -12.5%MAINTENANCE WAGES 474,622 403,469 (71,153) -17.6% 362,474 (112,147) -30.9%SALARIES 414,133 389,626 (24,507) -6.3% 338,608 (75,525) -22.3%FRINGE BENEFITS 1,021,508 855,366 (166,142) -19.4% 962,408 (59,101) -6.1%SERVICES 776,507 159,634 (616,873) -386.4% 446,918 (329,590) -73.7%UTILITIES 53,841 80,076 26,235 32.8% 68,909 15,069 21.9%MATERIALS AND SUPPLIES 476,655 435,062 (41,593) -9.6% 508,145 31,490 6.2%CNG FUEL 52,732 50,997 (1,735) -3.4% 64,333 11,602 18.0%DIESEL FUEL 269,148 451,670 182,522 40.4% 338,025 68,877 20.4%CAPITAL OUTLAY 0 0 0 0.0% 13,488 13,488 100.0%INSURANCE 142,933 172,490 29,558 17.1% 147,167 4,234 2.9%LABOR CREDITS/EXP TRANSFERS (12,499) (98,515) (86,016) 87.3% (5,007) 7,492 -149.6%

TOTAL EXPENSES 5,245,541$ 4,392,026$ (853,515)$ -19.4% 4,646,044$ (599,497)$ -12.9%

DECEMBER DECEMBER ANNUALCURRENT PRIOR VARIANCE

YEAR TO DATE YEAR YEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT

OPERATOR WAGES 8,378,015$ 8,474,819$ 96,804$ 1.1% 16,806,930$ 8,428,915$ 50.2%MAINTENANCE WAGES 2,334,037 2,303,000 (31,037) -1.3% 4,349,690 2,015,653 46.3%SALARIES 2,254,235 2,099,343 (154,892) -7.4% 4,063,290 1,809,055 44.5%FRINGE BENEFITS 5,653,768 5,456,051 (197,717) -3.6% 11,548,890 5,895,122 51.0%SERVICES 2,894,741 1,996,265 (898,476) -45.0% 5,363,010 2,468,269 46.0%UTILITIES 393,605 415,154 21,549 5.2% 826,910 433,305 52.4%MATERIALS AND SUPPLIES 2,683,490 2,590,436 (93,054) -3.6% 6,097,740 3,414,250 56.0%CNG FUEL 264,300 307,853 43,553 14.1% 772,000 507,700 65.8%DIESEL FUEL 1,607,239 3,516,165 1,908,926 54.3% 4,056,300 2,449,061 60.4%CAPITAL OUTLAY 27,718 0 (27,718) 100.0% 161,850 134,132 82.9%INSURANCE 885,375 1,034,796 149,421 14.4% 1,766,000 880,625 49.9%LABOR CREDITS/EXP TRANSFERS (78,331) (157,857) (79,526) 50.4% (60,080) 18,251 -30.4%

TOTAL EXPENSES 27,298,192$ 28,036,026$ 737,834$ 2.6% 55,752,530$ 28,454,338$ 51.0%

Notes: December Services is overstated by approx $407,000 due to July through November building maintenance fees not posting till period 6.YTD Services includes strike related expenses of approx $792,000.

SUN TRAN SUMMARY OF EXPENSES

BUDGET BALANCE

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SUN TRAN SYSTEM SUMMARY

DECEMBER VARIANCE DECEMBER VARIANCECURRENT


RIDERSHIP: TOTAL ROUTE PASSENGERS 1,422,413 1,636,056 (213,643) -13.1% 1,671,700 (249,287) -14.9%

REVENUE: TOTAL ROUTE PASSENGER REVENUE 743,553$ 1,022,396$ (278,843)$ -27.3% 883,310 (139,757) -15.8%

EXPENSES: TOTAL EXPENSES 5,245,541$ 4,392,026$ (853,515)$ -19.4% 4,646,044$ (599,497)$ -12.9%

MILES: REVENUE MILES 683,139 704,578 (21,439) -3.0% 661,560 (21,579) -3.3% DEADHEAD MILES 99,924 108,366 (8,442) -7.8% 100,580 656 0.7% TOTAL SERVICE MILES 783,063 812,944 (29,881) -3.7% 762,140 (20,923) -2.7% NON-ROUTE MILES 17,674 2,695 14,979 555.8% 8,500 (9,174) -107.9% TOTAL MILES 800,737 815,639 (14,902) -1.8% 770,640 (30,097) -3.9%

REVENUE HOURS 56,350 56,900 (550) -1.0% 57,170 820 1.4%SERVICE HOURS 60,500 61,360 (860) -1.4% 62,060 1,560 2.5%

YEAR TO DATE DECEMBER VARIANCE DECEMBER VARIANCECURRENT


RIDERSHIP: TOTAL ROUTE PASSENGERS 7,120,588 10,070,185 (2,949,597) -29.3% 10,283,920 (3,163,332) -30.8%

REVENUE: TOTAL ROUTE PASSENGER REVENUE 4,193,799$ 6,446,195$ (2,252,396)$ -34.9% 6,039,890$ (1,846,091)$ -30.6%

EXPENSES: TOTAL EXPENSES 27,298,192$ 28,036,026$ 737,834$ 2.6% 27,876,264$ 578,072$ 2.1%

MILES: REVENUE MILES 3,277,819 4,134,016 (856,197) -20.7% 3,906,380 628,561 16.1% DEADHEAD MILES 487,777 627,803 (140,026) -22.3% 592,870 105,093 17.7% TOTAL SERVICE MILES 3,765,596 4,761,819 (996,223) -20.9% 4,499,250 733,654 16.3% NON-ROUTE MILES 73,457 2,695 70,762 2625.7% 8,500 (64,957) -764.2% TOTAL MILES 3,839,053 4,764,514 (925,461) -19.4% 4,507,750 668,697 14.8%

REVENUE HOURS 268,170 333,740 (65,570) -19.6% 337,620 69,450 20.6%SERVICE HOURS 289,870 360,600 (70,730) -19.6% 366,250 76,380 20.9%

Notes: FY16 August 569,919 miles and 44,210 hours were not run due to the strike.FY16 September 316,251 miles and 24,490 hours were not run due to the strike

15

CURRENTYEAR

JULY2015

AUGUST2015

SEPTEMBER2015

OCTOBER2015

NOVEMBER2015

DECEMBER2015

JANUARY2016

FEBRUARY2016

MARCH2016

APRIL2016

MAY2016

JUNE2016

ANNUALFY 2016

FIXED ROUTE 1,483,931 512,535 791,521 1,463,092 1,382,187 1,408,333 7,041,599EXPRESS 18,164 2,776 7,249 17,895 14,683 14,080 74,847TOTAL 1,502,095 515,311 798,770 1,480,987 1,396,870 1,422,413 0 0 0 0 0 0 7,116,446

PREVIOUSYEAR

JULY2014

AUGUST2014

SEPTEMBER2014

OCTOBER2014

NOVEMBER2014

DECEMBER2014

JANUARY2015

FEBRUARY2015

MARCH2015

APRIL2015

MAY2015

JUNE2015

ANNUALFY 2015

FIXED ROUTE 1,496,463 1,670,559 1,728,101 1,843,884 1,589,410 1,618,934 9,947,351EXPRESS 21,545 20,957 22,779 23,538 16,893 17,122 122,834TOTAL 1,518,008 1,691,516 1,750,880 1,867,422 1,606,303 1,636,056 0 0 0 0 0 0 10,070,185

VARIANCE JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER JANUARY FEBRUARY MARCH APRIL MAY JUNEYEAR-TO-

DATEFIXED ROUTE (12,532) (1,158,024) (936,580) (380,792) (207,223) (210,601) 0 0 0 0 0 0 (2,905,752)EXPRESS (3,381) (18,181) (15,530) (5,643) (2,210) (3,042) 0 0 0 0 0 0 (47,987)TOTAL (15,913) (1,176,205) (952,110) (386,435) (209,433) (213,643) 0 0 0 0 0 0 (2,953,739)

% VARIANCE JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER JANUARY FEBRUARY MARCH APRIL MAY JUNEYEAR-TO-

DATEFIXED ROUTE -0.8% -69.3% -54.2% -20.7% -13.0% -13.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% -29.2%EXPRESS -15.7% -86.8% -68.2% -24.0% -13.1% -17.8% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% -39.1%TOTAL -1.0% -69.5% -54.4% -20.7% -13.0% -13.1% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% -29.3%

TOTALS BY:JULY2015

AUGUST2015

SEPTEMBER2015

OCTOBER2015

NOVEMBER2015

DECEMBER2015

JANUARY2016

FEBRUARY2016

MARCH2016

APRIL2016

MAY2016

JUNE2016

ANNUALFY 2016

WEEKDAY 1,315,497 463,795 705,720 1,267,233 1,179,731 1,227,040 0 0 0 0 0 0 6,159,016SATURDAY 107,738 34,224 55,891 139,799 110,402 107,756 0 0 0 0 0 0 555,810SUNDAY 78,860 21,434 30,224 73,955 93,099 76,967 0 0 0 0 0 0 374,539HOLIDAY 0 0 6,935 0 13,638 10,650 0 0 0 0 0 0 31,223TOTAL 1,502,095 519,453 798,770 1,480,987 1,396,870 1,422,413 0 0 0 0 0 0 7,120,588

AVERAGES BY:JULY2015

AUGUST2015

SEPTEMBER2015

OCTOBER2015

NOVEMBER2015

DECEMBER2015

JANUARY2016

FEBRUARY2016

MARCH2016

APRIL2016

MAY2016

JUNE2016

ANNUALFY 2016

WEEKDAY 57,196 22,085 33,606 57,602 58,987 55,775 0 0 0 0 0 0 47,744SATURDAY 26,935 17,112 13,973 27,960 27,600 26,939 0 0 0 0 0 0 24,166SUNDAY 19,715 21,434 15,112 18,489 18,620 19,242 0 0 0 0 0 0 18,727HOLIDAY 0 0 6,935 0 13,638 10,650 0 0 0 0 0 0 10,408TOTAL 48,455 21,644 28,528 47,774 46,562 45,884 0 0 0 0 0 0 40,689

NOTES:

SUN TRAN ANNUAL RIDERSHIP

1) There were changes in the number of calendar days for the current year and prior year. The data is not adjusted for the same day comparison.

16

SYSTEM INDICATOR CURRENT MONTH BUDGET AVG YTD

1. RIDERSHIP 1,422,413 1,675,000 1,186,765

2. PASSENGER REVENUE 743,553$ 965,833$ 698,966$

3. PASSENGER PER TOTAL MILE 1.78 2.22 1.85

4. PASSENGER PER HOUR 23.5 27.6 24.6

5. REVENUE PER PASSENGER 0.523$ 0.577$ 0.589$

6. REVENUE PER TOTAL MILE 0.94$ 1.28$ 1.18$

7. REVENUE PER HOUR 12.41$ 16.31$ 15.66$

8. FAREBOX RECOVERY RATIO 14% 21% 15%

9. TOTAL COST PER PASSENGER 3.69$ 2.77$ 3.83$

10. TOTAL COST PER MILE 6.55$ 6.15$ 7.11$

11. TOTAL COST PER SERVICE HOUR 86.70$ 76.43$ 94.17$

12. MILES BETWEEN ROAD CALLS 13,346 8,200$ 12,797

13. MILES BETWEEN BUS INSPECTION 5,854 6,300$ 5,814

14. TOTAL VEHICLE ACCIDENTS PER 100,000 MILES 1.8 1.5 1.8

15. TOTAL COMPLAINTS PER 100,000 PASSENGER 18.6 18$ 21.6

16. VEHICLES OPERATED IN MAXIMUM SERVICE 207

SUN TRANPERFORMANCE INDICATORS

DECEMBER 2015

17

Sun Tran Performance Indicators

Fiscal Year 2016

Ridership(in millions)

0

2

4

6

8

10

12

14

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Passenger Revenue(in 100 thousands)

0

0.2

0.4

0.6

0.8

1

1.2

1.4

1.6

1.8

2


FY 15

FY 16

Budget

Strike Strike

18

Passengers per Total Mile Passengers per Hour


Fiscal Year 2016

0

0.5

1

1.5

2

2.5

3

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun0

5

10

15

20

25

30

35

40


FY 15

FY 16

Budget

Strike Strike

19

Revenue per Passenger Revenue per Total Mile


Fiscal Year 2016

0

0.5

1

1.5

2

2.5

3

3.5

4

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

1.1

1.2


FY 15

FY 16

Budget

Strike Strike

20

Revenue per Hour Farebox Recovery Ratio


Fiscal Year 2016

FY 15

FY 16

Budget

0

10

20

30

40

50


0

5

10

15

20

25

30

35


Strike Strike

21

Total Cost per Passenger Total Cost per Mile


Fiscal Year 2016

FY 15

FY 16

Budget

0

0.5

1

1.5

2

2.5

3

3.5

4


0

1

2

3

4

5

6

7


1

2

3

4

5

6

7


0

2

4

6

8

10

12

14

16


Strike Strike

22

Cost per Mile* Cost per Service Hour*


Fiscal Year 2016

FY 15

FY 16

Budget

0

2

4

6

8

10

12

14

16


0

50

100

150

200


Strike Strike

* Cost per Mile and Service Hour excludes Operating Grant Funds

23


Fiscal Year 2016

Miles Between Road Calls Miles Between Inspections

Acceptable range is + or – 10%

FY 15

FY 16

Budget

Revenue vehicle system failures are defined as mechanical problems that cause a vehicle not to complete its scheduled revenue trip, or does not start its next scheduled revenue trip. *Per NTD guidelines.

0

2000

4000

6000

8000

10000

12000

14000

16000

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 0

1000

2000

3000

4000

5000

6000

7000

8000

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May JunStrikeStrike

24


Fiscal Year 2016

Vehicle Accidents per 100,000 Miles Complaints per 100,000 Passengers

FY 15

FY 16

Budget

0

0.5

1

1.5

2

2.5

3

3.5


5

10

15

20

25

30

35

40

45

50

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May JunStrike Strike

25


Fiscal Year 2016

0100200300400500600700800900

1,0001,1001,2001,3001,4001,5001,600

July

August

September

October

Novem

ber

Decem

ber

January

February

March

April

May

June

SunGo IssuesSunGo Issues

Resolved

* The SunGo issues are in addition to 13 COM Reports (complaints, inquiries and compliments) that are included in the Sun Tran complaint totals.

26


Fiscal Year 2016

FY 15

FY 16

100.0% 100.0% 100.0% 100.0% #

2.3% 2.4% 2.

5%

3.1%

2.5%

2.6%

9.0%

7.7%

6.7%

4.4%

3.6%

6.3%

0.0%

1.0%

2.0%

3.0%

4.0%

5.0%

6.0%

7.0%

8.0%

9.0%

10.0%

11.0%

12.0%

13.0%

14.0%

Week 1 Week 2 Week 3 Week 4 Week 5 Monthly Avg.

Perc

enta

ge

Early/Late On-Time Performance - AVL System Analysis

Early Late ± 5% error margin factoredEarly goal 1.0% or lessLate goal 7.0% or less

December 2015

87.2

%

88.8

%

88.9

%

91.9

%

92.9

%

89.6

%

88.8

%

89.9

%

90.7

%

92.5

%

93.8

%

91.1

%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

Week 1 Week 2 Week 3 Week 4 Week 5 Monthly Avg.

Perc

enta

ge

Total On-Time PerformanceAVL System Analysis

FY15 FY16Goal 90.0% ± 5% error margin factored

December 2015

27

ROUTETOTAL ROUTE PASSENGERS

ROUTEREVENUE

TOTAL SERVICE

MILESSERVICEHOURS

TOTAL COST ALLOCATION

NET COST PER HOUR

PASSENGER PER MILE

PASSENGER PER HOUR

REVENUE PER MILE

REVENUE PER HOUR

SUBSIDY PER

PASSENGER

1 37,243 19,702$ 19,733 1,621 136,533$ 72.06$ 1.89 23.0 1.07$ 12.15$ 3.14$ 2 26,152 13,786 20,920 1,552 136,540 79.11 1.25 16.9 0.69 8.88 4.69 3 64,301 32,993 45,213 3,230 289,017 79.26 1.42 19.9 0.87 10.21 3.98 4 115,796 59,416 56,128 4,413 378,624 72.33 2.06 26.2 1.25 13.46 2.76 5 20,235 10,486 19,355 1,470 128,002 79.96 1.05 13.8 0.61 7.13 5.81 6 50,431 25,721 16,530 1,779 135,073 61.46 3.05 28.3 1.75 14.46 2.17 7 63,333 32,690 34,297 2,425 217,994 76.42 1.85 26.1 1.12 13.48 2.93 8 131,568 66,003 54,560 4,361 371,541 70.06 2.41 30.2 1.44 15.13 2.32 9 52,481 25,949 25,071 2,185 179,619 70.33 2.09 24.0 1.23 11.88 2.93 10 30,882 16,253 15,242 1,224 104,058 71.75 2.03 25.2 1.12 13.28 2.84 11 102,678 51,795 39,582 3,098 266,285 69.24 2.59 33.1 1.42 16.72 2.09 12 45,405 19,302 20,223 1,963 154,721 69.00 2.25 23.1 1.03 9.84 2.98 15 29,006 14,837 21,481 1,872 153,905 74.28 1.35 15.5 0.74 7.92 4.79 16 120,716 61,877 46,562 4,074 334,368 66.89 2.59 29.6 1.46 15.19 2.26 17 73,813 42,131 40,655 2,889 259,115 75.11 1.82 25.6 1.15 14.58 2.94 18 106,502 43,010 25,298 2,569 199,171 60.78 4.21 41.4 1.85 16.74 1.47 19 32,189 16,301 10,062 1,066 81,376 61.05 3.20 30.2 1.86 15.29 2.02 20 8,771 4,407 8,139 641 54,933 78.87 1.08 13.7 0.58 6.88 5.76 21 15,254 6,858 10,636 903 75,013 75.50 1.43 16.9 0.69 7.60 4.47 22 14,085 6,706 10,671 826 71,350 78.25 1.32 17.0 0.67 8.12 4.59 23 33,929 17,676 20,574 1,715 143,584 73.40 1.65 19.8 0.92 10.30 3.71 24 14,752 8,224 7,588 624 52,541 71.00 1.94 23.6 1.14 13.18 3.00 25 43,122 22,451 22,345 1,813 153,492 72.27 1.93 23.8 1.10 12.38 3.04 26 22,148 12,698 17,305 1,037 100,823 84.98 1.28 21.4 0.75 12.24 3.98 27 28,786 15,096 32,385 2,039 193,498 87.51 0.89 14.1 0.51 7.41 6.20 29 36,838 21,711 21,264 1,660 142,844 72.98 1.73 22.2 1.11 13.08 3.29 34 52,655 28,453 24,197 2,083 172,094 68.96 2.18 25.3 1.31 13.66 2.73 37 15,630 9,118 18,357 1,106 107,244 88.73 0.85 14.1 0.59 8.24 6.28 50 8,914 4,837 6,251 682 51,518 68.47 1.43 13.1 0.83 7.10 5.24 61 10,687 6,441 11,982 832 75,434 82.88 0.89 12.8 0.55 7.74 6.46

TOTAL FIXED ROUTE 1,408,301 716,930$ 722,606 57,751 4,920,311$ 72.78$ 1.95 24.4 1.11$ 12.41$ 2.98$

ROUTETOTAL ROUTE PASSENGERS

ROUTEREVENUE

TOTAL SERVICE

MILESSERVICEHOURS

TOTAL COST ALLOCATION

NET COST PER HOUR

PASSENGER PER MILE

PASSENGER PER TRIP

REVENUE PER MILE

REVENUE PER HOUR

SUBSIDY PER

PASSENGER101X 1,926 3,510$ 3,903 194 20,761$ 89.11$ 0.49 9.9 2.20$ 18.13$ 8.96$ 102X 1,204 1,512 3,963 205 21,474 97.57 0.30 5.9 0.57 7.39 16.58 103X 817 784 5,216 289 29,215 98.50 0.16 2.8 0.26 2.72 34.81 104X 1,241 2,116 3,306 127 15,743 107.72 0.38 9.8 1.22 16.73 10.98 105X 1,003 1,467 4,331 198 22,230 104.63 0.23 5.1 0.44 7.39 20.71 107X 1,199 1,921 5,139 210 25,143 110.41 0.23 5.7 0.73 9.13 19.37 108X 1,120 2,046 4,174 210 22,331 96.75 0.27 5.3 1.27 9.76 18.11 109X 1,198 1,643 4,539 241 24,940 96.53 0.26 5.0 0.95 6.81 19.45 110X 1,446 2,556 5,693 179 25,193 126.57 0.25 8.1 0.54 14.29 15.66 201X 624 1,972 4,256 187 21,443 104.24 0.15 3.3 0.86 10.56 31.20 202X 1,033 3,549 6,472 221 29,523 117.36 0.16 4.7 0.92 16.03 25.14 203X 771 2,650 8,546 300 39,381 122.31 0.09 2.6 0.55 8.83 47.64 312X 499 897 4,211 189 21,400 108.75 0.12 2.6 0.26 4.76 41.12

TOTAL EXPRESS

ROUTE 14,080 26,624$ 63,751 2,749 318,779$ 106.28$ 0.22 5.1 0.71$ 9.69$ 20.75$ TOTAL

SERVICE 1,422,381 743,553$ 786,358 60,500 5,239,090$ 74.31$ 1.81 23.5 1.09$ 12.29$ 3.16$ Notes:1) Service miles denotes Scheduled Vehicle Revenue and Deadhead Miles per Route.2) Effective March 2014: The passenger per hour metric has been replaced with passenger per trip for express route service. Passenger per trip is a better measurement of productivity for express service.3) Routes 110X and 312X are bi-directional express service.

SUN TRANROUTE PERFORMANCE PROFILE

DECEMBER 2015

28

RANKING ROUTE NUMBER ROUTE DESCRIPTION PASSENGERS PER HOUR

1 18 S. 6TH AVENUE 41.42 11 ALVERNON 33.13 19 STONE 30.24 8 BROADWAY 30.25 16 ORACLE / INA 29.66 6 EUCLID/ NORTH FIRST AVENUE 28.37 4 SPEEDWAY 26.28 7 22ND STREET 26.19 17 COUNTRY CLUB / 29TH STREET 25.610 34 CRAYCROFT / FT LOWELL 25.311 10 FLOWING WELLS 25.212 9 EAST GRANT 24.013 25 S. PARK AVENUE 23.814 24 12TH AVENUE 23.615 12 10TH / 12TH AVENUE 23.116 1 GLENN/SWAN 23.017 29 VALENCIA 22.218 26 BENSON HIGHWAY 21.419 3 6TH STREET / WILMOT 19.920 23 MISSION ROAD 19.821 22 GRANDE 17.022 21 WEST CONGRESS / SILVERBELL 16.923 2 CHERRYBELL 16.924 15 CAMPBELL AVENUE 15.525 37 PANTANO 14.126 27 MIDVALE PARK 14.127 5 PIMA STREET / WEST SPEEDWAY 13.828 20 WEST GRANT 13.729 50 AJO 13.130 61 LA CHOLLA 12.8

FIXED ROUTE SYSTEM AVERAGE 24.4

RANKING ROUTE NUMBER ROUTE DESCRIPTION PASSENGERS PER TRIP1 101X GOLF LINKS EXPRESS 14.64 104X MARANA EXPRESS 9.42 102X INA ROAD EXPRESS 9.16 107X ORO VALLEY/DOWNTOWN EXPRESS 9.18 109X TANQUE VERDE EXPRESS 9.17 108X BROADWAY EXPRESS 8.511 202X INA ROAD/AEROPARK EXPRESS 7.85 105X SUNRISE EXPRESS 7.610 201X SPEEDWAY/AEROPARK EXPRESS 7.112 203X ORO VALLEY/AEROPARK EXPRESS 5.89 110X RITA RANCH/DOWNTOWN EXPRESS 5.53 103X OLDFATHER EXPRESS 4.613 312X ORO VALLEY EXPRESS 1.9

EXPRESS ROUTE SYSTEM AVERAGE 7.1

SUN TRANRANKING OF ROUTES - ROUTE PASSENGERS PER HOUR

DECEMBER 2015

29

CUSTOMER INFORMATION CENTER

SERVICE REPORTS COMPARISONDECEMBER

CURRENT YEARDECEMBER

PRIOR YEAR % Increase/DecreaseTotal Service Reports: 308 338 9 %Inquiries 18 17 6 %Compliments 23 20 15 %Complaints 264 299 12 %Chargeable 37 28 32 %Non-chargeable 166 178 7 %Pending 61 93 34 %Incomplete 3 2 50 %

`

SERVICE REPORTS COMPARISONDECEMBER

CURRENT YEARNOVEMBER

PRIOR MONTH % Increase/DecreaseTotal Service Reports: 308 337 9 %Inquiries 18 20 10 %Compliments 23 26 12 %Complaints 264 285 7 %Chargeable 37 31 19 %Non-chargeable 166 155 7 %Pending 61 99 38 %Incomplete 3 6 50 %Notes:

(Example: bus did not show, bus was early or late, etc.)2) Incomplete are service reports with incomplete information that did not allow Sun Tran to finish an investigation. 3) Incomplete service reports are held in the event additional facts are provided to finish the investigation. 4) Inquiries are customer questions that are not complaints, but focus on service issues, and are more informational based in the response back to the consumer.

1) Complaints deemed non chargeable were investigated, and the results indicated Sun Tran was not at fault.

That is a 8% decrease from the 28,229 calls answered in November 2015 and a 17% decrease from the 31,165 calls answered in December 2014.

That is a 16% decrease over the 83 e-mails received November 2015 and a 56% decrease from the 158 e-mails received in December 2014.

The customer service information and call center answered 25,950 phone calls in December 2015.

Sun Tran’s website customer feedback response center received 70 e-mails in December 2015.

30

DECEMBER DECEMBER

PASSENGERS:CURRENT

YEARPRIORYEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT

REGULAR FARE PASSENGERS 9,724 8,785 939 10.7% 8,960 764 8.5%

ECONOMY FARE PASSENGERS 33,954 33,508 446 1.3% 34,180 (226) -0.7%

REVENUE PASSENGERS 43,678 42,293 1,385 3.3% 43,140 538 1.2%

PERSONAL CARE ATTENDANTS 2,540 2,167 373 17.2% 2,210 330 14.9%

TOTAL PASSENGERS 46,218 44,460 1,758 4.0% 45,350 868 1.9%

FARES COLLECTED: REGULAR FARE REVENUE 29,172$ 26,355$ 2,817$ 10.7% 26,880$ 2,292$ 8.5%

ECONOMY FARE REVENUE 33,954$ 33,508$ 446$ 1.3% 34,180$ (226)$ -0.7% TOTAL FARES COLLECTED 63,126$ 59,863$ 3,263$ 5.5% 61,060$ 2,066 3.4%

REVENUE PER PASSENGER 1.37$ 1.35$ 0.02$ 1.5% 1.35$ 0.02$ 1.5%

Calendar Days:CURRENT

YEARPRIORYEAR Average Ridership

CURRENTYEAR

PRIORYEAR

Weekdays 22 22 Weekdays 1,868 1,743 Saturdays 4 4 Saturdays 620 618 Sundays 4 4 Sundays 566 815 Holidays 1 1 Holidays 382 378 Total 31 31 Total 1,491 1,434

YEAR TO DATEDECEMBER DECEMBER VARIANCE

PASSENGERS:CURRENT

YEARPRIORYEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT

REGULAR FARE PASSENGERS 60,276 54,475 5,801 10.6% 55,570 4,706 8.5%

ECONOMY FARE PASSENGERS 215,213 207,454 7,759 3.7% 211,600 3,613 1.7%

REVENUE PASSENGERS 275,489 261,929 13,560 5.2% 267,170 8,319 3.1%

PERSONAL CARE ATTENDANTS 15,587 14,282 1,305 9.1% 14,570 1,017 7.0%

TOTAL PASSENGERS 291,076 276,211 14,865 5.4% 281,740 9,336 3.3%

FARES COLLECTED: REGULAR FARE REVENUE 180,828$ 163,425$ 17,403$ 10.6% 166,710$ 14,118$ 8.5%

ECONOMY FARE REVENUE 215,213$ 207,454$ 7,759$ 3.7% 211,600$ 3,613$ 1.7% TOTAL FARES COLLECTED 396,041$ 370,879$ 25,162$ 6.8% 378,310$ 17,731 4.7%

REVENUE PER PASSENGER 1.36$ 1.34$ 0.02$ 1.5% 1.34$ 0.02$ 1.5%

Calendar Days:CURRENT

YEARPRIORYEAR Average Ridership

CURRENTYEAR

PRIORYEAR

Weekdays 129 128 Weekdays 1,996 1,889 Saturdays 25 26 Saturdays 651 627 Sundays 26 26 Sundays 594 629 Holidays 4 4 Holidays 467 450 Total 184 184 Total 1,582 1,501

SUN VAN RIDERSHIP & REVENUE

VARIANCEVARIANCE

VARIANCE

31

DECEMBER DECEMBER VARIANCE DECEMBER VARIANCE

CURRENTYEAR

PRIORYEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT

OPERATOR WAGES 653,762$ 456,831$ (196,931)$ -30.1% 455,836$ (197,926)$ -43.4%OTHER BU WAGES 113,307 86,721 (26,586) -23.5% 87,646 (25,661) -29.3%SALARIES 106,365 102,190 (4,175) -3.9% 93,918 (12,447) -13.3%FRINGE BENEFITS 207,456 184,075 (23,381) -11.3% 206,983 (474) -0.2%SERVICES 53,782 52,197 (1,585) -2.9% 76,648 22,865 29.8%CONTRACT VEHICLE MAINT. 146,597 155,104 8,507 5.8% 184,167 37,570 20.4%UTILITIES 14,758 13,175 (1,583) -10.7% 15,421 662 4.3%MATERIALS AND SUPPLIES 11,483 3,117 (8,366) -72.9% 6,807 (4,676) -68.7%DIESEL FUEL 1,390 35,092 33,702 2424.2% - (1,390) 0.0%UNLEADED FUEL 62,041 50,809 (11,232) -18.1% 123,242 61,201 49.7%CAPITAL OUTLAY - - - 0.0% 6,330 6,330 100.0%LIABILITY INSURANCE 38,837 35,957 (2,880) -7.4% 37,998 (839) -2.2%LABOR CREDITS/EXP TRANSFERS - 14,576 14,576 0.0% - - 0.0%

TOTAL EXPENSES 1,409,778$ 1,189,844$ (219,934)$ -18.5% 1,294,994$ (114,784)$ -8.9%

DECEMBER DECEMBERYEAR TO DATE CURRENT PRIOR VARIANCE ANNUAL BUDGET BALANCE

YEAR YEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT

OPERATOR WAGES 3,046,342$ 2,682,968$ (363,374)$ -11.9% 5,470,030$ 2,423,688$ 44.3%OTHER BU WAGES 543,881 494,133 (49,748) -9.1% 1,051,750 507,869 48.3%SALARIES 527,234 542,122 14,888 2.8% 1,127,020 599,786 53.2%FRINGE BENEFITS 1,175,858 1,108,389 (67,469) -5.7% 2,483,790 1,307,932 52.7%SERVICES 383,594 337,307 (46,287) -12.1% 919,770 536,176 58.3%CONTRACT VEHICLE MAINT. 833,935 633,154 (200,781) -24.1% 2,210,000 1,376,065 62.3%UTILITIES 100,121 84,897 (15,224) -15.2% 185,050 84,929 45.9%MATERIALS AND SUPPLIES 51,355 22,205 (29,150) -56.8% 81,680 30,325 37.1%DIESEL FUEL 17,615 261,993 244,378 1387.3% - (17,615) UNLEADED FUEL 655,492 554,881 (100,611) -15.3% 1,478,900 823,408 55.7%CAPITAL OUTLAY 20,949 - (20,949) -100.0% 75,960 55,011 72.4%LIABILITY INSURANCE 233,009 215,740 (17,269) -7.4% 455,980 222,971 48.9%LABOR CREDITS/EXP TRANSFERS - 88,427 88,427 0.0% - - 0.0%

TOTAL EXPENSES 7,589,384$ 7,026,216$ (563,168)$ -8.0% 15,539,930$ 7,950,546$ 51.2%

SUMMARY OF EXPENSES

32

DECEMBER DECEMBER VARIANCE DECEMBER VARIANCE

CURRENTYEAR


RIDERSHIP:TOTAL DEMAND 64,129 62,516 1,613 2.6% 63,760 369 0.6%DENIALS 0 0 0 0.0% 0 0 0.0%MISSED TRIPS 1 5 (4) -80.0% 0 0 0.0%CANCELLATIONS 13,932 14,184 (252) -1.8% 14,470 (538) -3.7%NO SHOWS 3,978 3,867 111 2.9% 3,940 38 1.0%

TOTAL PASSENGERS 46,218 44,460 1,758 4.0% 45,350 868 1.9%

ADA PASSENGERS 41,633 39,888 1,745 4.4%OPTIONAL ADA 4,585 4,572 13 0.3%

PERCENTAGE OF OPTIONAL 9.9% 10.3%TRIPS:

ADA TRIPS 38,376 36,984 1,392 3.8%OPTIONAL ADA TRIPS 4,218 4,236 (18) -0.4%

TOTAL TRIPS: 42,594 41,220 1,374 3.3% 39,240 3,354 8.5%

EXPENSES: 1,409,778$ 1,189,844$ (219,934)$ -18.5% 1,294,994$ 114,784$ 8.9%

REVENUE HOURS: 23,185 22,766 419 1.8% 21,140 2,045 9.7%SERVICE HOURS: 27,322 27,024 298 1.1% 24,330 2,992 12.3%

MILES:REVENUE MILES 310,393 301,329 9,064 3.0% 308,860 1,533 0.5%DEADHEAD MILES 65,798 68,980 (3,182) -4.6% 70,700 (4,902) -6.9%

TOTAL SERVICE MILES 376,191 370,309 5,882 1.6% 379,560 (3,369) -0.9%OTHER MILES 3,795 0 3,795 0.0% 40 3,755 9387.5%

TOTAL MILES 379,986 370,309 9,677 2.6% 379,600 386 0.1%

SUN VAN SYSTEM SUMMARY

33

YEAR TO DATE DECEMBER DECEMBER VARIANCE DECEMBER VARIANCE

CURRENTYEAR


RIDERSHIP:TOTAL DEMAND 393,647 375,560 18,087 4.8% 383,070 10,577 2.8%DENIALS 0 0 0 0.0% 0 0 0.0%MISSED TRIPS 11 26 (15) -57.7% 0 0 0.0%CANCELLATIONS 79,800 76,800 3,000 3.9% 78,360 1,440 1.8%NO SHOWS 22,760 22,523 237 1.1% 22,970 (210) -0.9%

TOTAL PASSENGERS 291,076 276,211 21,309 7.7% 281,740 9,336 3.3%

ADA PASSENGERS 262,528 244,278 18,250 7.5%OPTIONAL ADA 28,548 31,933 (3,385) -10.6%PERCENTAGE OF OPTIONAL 9.8% 11.6%

TRIPS:ADA TRIPS 242,134 225,789 16,345 7.2%

OPTIONAL ADA TRIPS 26,257 29,532 (3,275) -11.1%TOTAL TRIPS: 268,391 255,321 13,070 5.1% 260,420 7,971 3.1%

EXPENSES: 7,589,384$ 7,026,216$ (563,167)$ -8.0% 7,769,964$ (180,580)$ -2.3%

REVENUE HOURS: 141,575 139,491 2,084 1.5% 143,140 (1,565) -1.1%SERVICE HOURS: 165,622 161,612 4,010 2.5% 162,120 3,502 2.2%

MILES:REVENUE MILES 1,899,557 1,845,993 53,564 2.9% 1,892,140 7,417 0.4%DEADHEAD MILES 423,795 376,792 47,003 12.5% 386,220 37,575 9.7%

TOTAL SERVICE MILES 2,323,352 2,222,785 100,567 4.5% 2,278,360 44,992 2.0%OTHER MILES 33,021 17,212 15,809 91.8% 17,640 15,381 87.2%

TOTAL MILES 2,356,373 2,239,997 116,376 5.2% 2,296,000 60,373 2.6%

SUN VAN SYSTEM SUMMARY

34

CURRENTYEAR

JULY2015

AUGUST2015

SEPTEMBER2015

OCTOBER2015

NOVEMBER2015

DECEMBER2015

JANUARY2016

FEBRUARY2016

MARCH2016

APRIL2016

MAY2016

JUNE2016

ANNUALFY 2016

49,453 49,730 50,442 50,696 44,537 46,218 291,076TOTAL 49,453 49,730 50,442 50,696 44,537 46,218 0 0 0 0 0 0 291,076

PREVIOUSYEAR

JULY2014

AUGUST2014

SEPTEMBER2014

OCTOBER2014

NOVEMBER2014

DECEMBER2014

JANUARY2015

FEBRUARY2015

MARCH2015

APRIL2015

MAY2015

JUNE2015

ANNUALFY 2015

47,851 47,095 45,654 49,572 41,579 44,460 276,211 TOTAL 47,851 47,095 45,654 49,572 41,579 44,460 0 0 0 0 0 0 276,211

VARIANCEJULY2014

AUGUST2014

SEPTEMBER2014

OCTOBER2014

NOVEMBER2014

DECEMBER2014

JANUARY2015

FEBRUARY2015

MARCH2015

APRIL2015

MAY2015

JUNE2015

YEAR-TO-DATE

1,602 2,635 4,788 1,124 2,958 1,758 14,865 TOTAL 1,602 2,635 4,788 1,124 2,958 1,758 0 0 0 0 0 0 14,865

% VARIANCEJULY2015

AUGUST2015

SEPTEMBER2015

OCTOBER2015

NOVEMBER2015

DECEMBER2015

JANUARY2016

FEBRUARY2016

MARCH2016

APRIL2016

MAY2016

JUNE2016

YEAR-TO-DATE

3.3% 5.6% 10.5% 2.3% 7.1% 4.0% 5.4%TOTAL 3.3% 5.6% 10.5% 2.3% 7.1% 4.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 5.4%

TOTALS BY:JULY2015

AUGUST2015

SEPTEMBER2015

OCTOBER2015

NOVEMBER2015

DECEMBER2015

JANUARY2016

FEBRUARY2016

MARCH2016

APRIL2016

MAY2016

JUNE2016

YEAR-TO-DATE

WEEKDAY 44,846 43,334 44,634 44,917 38,671 41,094 257,496SATURDAY 1,889 3,284 2,757 3,347 2,512 2,478 16,267SUNDAY 2,248 3,112 2,510 2,432 2,880 2,264 15,446HOLIDAYS 470 0 541 474 382 1,867TOTAL 49,453 49,730 50,442 50,696 44,537 46,218 0 0 0 0 0 0 291,076

AVERAGES BY:JULY2015

AUGUST2015

SEPTEMBER2015

OCTOBER2015

NOVEMBER2015

DECEMBER2015

JANUARY2016

FEBRUARY2016

MARCH2016

APRIL2016

MAY2016

JUNE2016

YEAR-TO-DATE

WEEKDAY 1,950 2,064 2,125 2,042 1,934 1,868 1,996SATURDAY 630 657 689 669 628 620 651SUNDAY 562 622 628 608 576 566 594HOLIDAYS 470 0 541 0 474 382 467TOTAL 1,595 1,604 1,681 1,635 1,485 1,491 1,582

SUN VAN ANNUAL RIDERSHIP

35

SUN VANPERFORMANCE INDICATORS

DECEMBER 2015

SYSTEM INDICATOR CURRENT MONTH BUDGET AVG YTD

1. Ridership 46,218 45,350 48,513 2. Demand 64,129 63,760 65,608 3. Cancellations 13,932 14,470 13,300 4. No-Shows 3,978 3,940 3,793 5. Passengers Per Revenue Hour 1.99 1.94 2.06 6. Passengers Per Service Hour 1.69 1.67 1.76 7. Revenue Per Trip 1.53 1.59 1.48 8. Cost Per Trip 33.10 31.00 28.21 9. Vehicles Operated in Max Service 122

SYSTEM INDICATOR CURRENT MONTH PRIOR YEAR YTD

Fixed Route Comparison:

10. Trip Time < Sun Tran 93.76% 93.07% 93.26% 11. Trip Time 110%+5 Minutes 97.47% 97.05% 97.21%

On-Time Performance

12. Pick Ups 94.77% 93.98% 94.40% 13. Pick Ups Before Significantly Late 99.90% 99.91% 99.92%

36

Sun Van Performance IndicatorsFiscal Year 2016FY 15

FY 16Budget

PASSENGER RIDERSHIP (In 10 Thousands)

0

1

2

3

4

5

July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June

PASSENGER DEMAND (In 10 Thousands)

0

1

2

3

4

5

6

7


37


FY 16Budget

PASSENGER CANCELLATIONS(In Thousands)

6

7

8

9

10

11

12

13

14


PASSENGER NO-SHOWS(In Thousands)

1.0

1.8

2.5

3.3

4.0


38


FY 16BudgetPASSENGERS PER REVENUE HR

0.5

0.7

0.9

1.1

1.3

1.5

1.7

1.9

2.1


PASSENGERS PER SERVICE HR

0.5

0.7

0.9

1.1

1.3

1.5

1.7

1.9

2.1


39


FY 16Budget

COST PER TRIP*

19.0

20.0

21.0

22.0

23.0

24.0

25.0

26.0

27.0

28.0

29.0

30.0

31.0

32.0

33.0

34.0

35.0


REVENUE PER TRIP

1.0

1.2

1.4

1.6


40* ADA Service only. ** Data does not include same-day requests.


FY 16

% OF TRIP LENGTHS LESS THAN SUN TRAN*

8990919293949596979899


% OF TRIPS COMPARABLE TOSUN TRAN TRIP TIME*

9293949596979899

100


% OF ON-TIME PICK UPS**

80

85

90

95

100


% PICK UPS BEFORESIGNIFICANTLY LATE**

98

99

100


41

DECEMBERCURRENT MONTH

DECEMBERPRIOR YEAR

41 59 31 %0 0 SAME5 11 55 %0 0 SAME36 48 25 %

Open 0 0 SAMEValid 21 29 28 %Non-Valid** 15 19 21 %

DECEMBERCURRENT MONTH

NOVEMBERPRIOR MONTH

41 53 23 %0 0 SAME5 9 44 %0 0 SAME36 44 18 %

Open 0 0 SAMEValid 21 27 22 %Non-Valid** 15 17 12 %

There was one correctable complaint for every 1,594 passengers.Notes:1) Miscellaneous service reports are reports with incomplete information that did not allow Sun Van to finish an investigationMiscellaneous service reports are held in the event additional facts are provided to finish the investigation.

2) Complaints deemed non-valid were investigated, and the results illustrated Sun Van was not at fault. (Example, policyquestions, dispute about reservation date, length of time on van, etc.)

Miscellaneous*Complaints

Miscellaneous*Complaints

SERVICE REPORTS COMPARISONTotal Service Reports

InquiriesCompliments

% Increase/Decrease

SUN VANCUSTOMER INFORMATION CENTER

InquiriesCompliments

SERVICE REPORTS COMPARISONTotal Service Reports

% Increase/Decrease

42

Ridership (Unlinked Passenger Trips) – The number of passengers who board public transportation vehicles. Passengers are counted each time they board vehicles no matter how many vehicles they use to travel from their origin to their destination. Total Cost per Passenger – Equals total expenditures divided by total passengers. Passenger per Mile – Equals total passengers divided by total miles. Passenger per Service Hour – Equals total ridership divided by total service hours. Passenger Revenue – Equals revenue collected from passengers (includes farebox revenue and revenue from pass sales). Revenue Miles and Hours – The miles and hours that vehicles travel while in revenue service. Vehicle revenue miles and hours (VRM and VRH) include: layover / recovery time. But exclude: deadhead, operator training and maintenance testing, as well as school bus and charter services. Revenue per Mile – Equals total passenger revenue divided by total miles. Revenue per Passenger – Equals total passenger revenue divided by total passengers Revenue per Service Hour – Equals passenger revenue divided by service hours

Deadhead Miles and Hours –Miles and hours that a vehicle travels when out of revenue service. Deadhead includes: leaving or returning to the garage or yard facility, changing routes, or when there is no expectation of carrying revenue passengers. However, deadhead does not include: charter service, school bus service, operator training, maintenance training. Service Miles and Hours – Miles and hours that vehicles travel while in revenue service plus deadhead miles and hours. But exclude: charter and school bus service, operator training, and maintenance testing. Total Cost per Mile – Equals total expenditures divided by total miles. Total Cost per Service Hour – Equals total expenditures divided by total service hours. Total Complaints per 100,000 passengers – Equals total complaints divided by total passengers times 100,000. On-Time – As defined by the Short Range Transit Plan, a bus may be up to 5 minutes late, but less than 1 minute early. Road Calls – Equals total chargeable road calls. A road call is defined as a mechanical failure of a bus in revenue service that necessitates removing the bus from service until repairs are made.

Sun Tran Glossary of Terms

44

Ridership (Unlinked Passenger Trips) - Equals total Passengers actually transported. A one-way trip taken by an ADA Paratransit-eligible passenger, a personal care attendant (PCA) or companions from the pick-up point to the destination.

Passengers Per Revenue Hour - Equals Ridership divided by Revenue hours.

Total Demand - Total number of passenger trips requested. Passengers Per Service Hour - Equals Ridership divided by Service hours.

Denial – An ADA-eligible trip requested that is not scheduled by Sun Van within the permissible scheduled window of on hour before or one hour after the requested pick-up time.

Revenue Per Trip – Total Passenger Revenue divided by Trips.

Cancellations - Occurs when the passenger or the passenger’s representative cancels the reservation two (2) or more hours prior to the beginning of the scheduled pick-up time.

Total Cost Per Trip – Total Expenses divided by total Trips.

No-Shows - Occurs when the passenger does not board the Sun Van vehicle when the vehicle arrives at the pick-up location within the pick up window and the driver waits two (2) minutes, or when the customer does not cancel the reservation within two (2) hours of the reservation.

Trip Time - The percentage of ADA Trips with a trip time less than the comparable Sun Tran fixed route trip.

Optional ADA – Passenger trips beyond the ¾ mile corridors and beyond times available on a Sun Tran fixed route, a same-day request, and will calls.

Trip Time 110%+5 Minutes – Occurs when an ADA trip length exceeds 110% + 5 minutes of the comparable Sun Tran regular fixed route trip.

Trip – A one-way trip taken by an ADA-Paratransit-eligible passenger from the pick-up point to the destination (excludes PCAs and companions).

On Time Pick Ups - The number of on time vehicle trips. The van is considered on time if it arrives between 15 minutes before or 15 minutes after the requested pick-up time.

Revenue Miles – All miles operated from pick-up point to destination.

Pick Ups before Significantly Late - Pick Ups 30 minutes outside the original pick up window.

Deadhead Miles – Miles operated not providing specific revenue service.

Sun Van Glossary of Terms

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