Key Performance Indicators (KPIs)

Governance, Administration and Operations Committee MeetingAugust 15, 2016

KPIs

• Ridership Productivity• Efficiency • Safety• Quality of Service• On Time Performance• Finance

Agency KPIsSet annually with Board approval

KPI CRITERIASERVICESMEASURED FY 2016 TARGET FY 2017 TARGET

Ridership Productivity Bus Passengers per Revenue Hour Bus Greater than or equal to 

23.8Greater than or equal to 22.1

EfficiencyGross Cost per 

Revenue MileBus & Paratransit Less than or equal to 

$6.95 Less than or equal to $7.17

SafetyCollisions per 

100,000 Revenue MilesBus, Paratransit & Streetcar Less than or equal to .55 Less than or equal to .55

Quality of Service

Complaints per 

100,000 PassengersBus, Paratransit & Streetcar Less than or equal to 13 Less than or equal to 11.5

Mean Distance Between Vehicle Failures Bus Maintenance Greater than or equal to 

6,950Greater than or equal to 7,300

On‐Time Performance1 Minute Early to 5 Minutes Late at Scheduled Timepoints

Bus Greater than or equal to 77%

Greater than or equal to 80%

Finance: Growth of fund balance and fiscal sustainability All

Greater than or equal to.5% of previous year’sending fund balance

Greater than or equal to .5%of previous year’s endingfund balance

• FY2016 Target – Goal: Greater than or

equal to 23.8 Bus Passengers Per Revenue Hour

– YTD – 22.23• FY2017 Target

– Goal: Greater than or equal to 21.6

– Continue to monitor route productivity

– True up of Schedules– Social Media Boosts

Ridership

• FY2016 Target – Less than or equal to .55 collisions per

100,000 Revenue Miles – All Modes– YTD (June) .576 – Praised by FDOT in Triennial Audit– Streetcar GTT-Opticom System

Upgrades

• FY2017 Target– Less than or equal to .55 collisions per

100,000 Revenue Miles - All Modes• Risk/Safety Comprehensive review of

trends of accidents by hot spots, location, time of day, operator and by route

• Opportunities for Operator awareness campaigns, retraining and accident reviews.

• Route review

Safety

Complaints per 100,000 Passengers

• FY2016 Target – Less than or equal to 13 per

100,000 passengers– Exceeded in FY2016 at 10.15

YTD

• FY2017 Target – Reduced to Less than or equal

to 11.5 per 100,000 passengers

• FY2016 Target – Greater than or equal to

6,950– Exceeded in YTD through

July 2016 = 7,771

• FY 2017 Target– Increased to Greater than

or equal to 7,300

• Paratransit data excluded

Mean Distance Between Failures

Investigation

FY2016

• Engines– Diesel Particulate Filters- Service Interruptions

• Resulting in high back pressure, oil leaks and sensor failures

– Coolant Systems- Fill Procedures and Equipment

• Skill enhance training and bottom coolant fill equipment

• Aging Fleet– Over 39% (76 buses) are past FTA life

expectancy• Funding to support only 13 new buses (lowers

number past FTA life expectancy to 33%)

Investigation

FY2016

• Preventative Maintenance Program Enhanced– New CNG fleet proactive progressive

preventative maintenance to ensure additional requirements are completed

• New Fleet– 13 replacement CNG vehicles – 13 MV-1 vehicles (Paratransit)

• Additional Maintenance Positions– Maintenance Supervisors (Fleet and Facilities)– Mechanics

• Increased focus on vehicle condition while being serviced nightly– Increase Mean Distance Between Failures

Mitigation

• FY2016 Target – Goal: Greater than or equal to

77%• Exceeded in FY2016 – 81.50%• ‘True’ up of 31 route FY2016

– Use of APC and Orb-Cad data to determine more realistic or true schedules.

• OTP FY2017 Target Raised to 80%– Continue to monitor route

productivity– More involvement by dispatch and

supervisors to monitor on-route trips

On Time Performance (OTP)

• FY2016 Target – Gross cost per revenue mile less than or equal to

$6.95.• YTD through June 2016 is $7.14• Due to HART’s fiscal year-end books not closing until

late fall we do not know at this time if we will achieve this goal.

• FY2017 Target $7.17

Finance KPI – Efficiency Goal

• FY2016 Target – Greater than or equal to .5% of previous year’s

ending fund balance.• Due to HART’s fiscal year-end books not closing until

late fall we do not know at this time if we will achieve this goal.

• FY2017 Target will stay the same

Finance KPI – Fund Balance Growth

• Benchmarks – MTA–Miami/Dade, MARTA,

LYNX, PSTA

• Ridership • Complaints• On-time performance• MDBF• Safety• Finance indicators

*KPIs and criteria vary by agency

Other Properties

• Continue Voice of the Customer Satisfaction Program – Established FY16 – Capture, on an ongoing basis, satisfaction with our service –

meeting and exceeding the needs of customers• Focus group of core staff to evaluate status of KPIs quarterly• Continue to define target resources, develop strategies to

mitigate issues and deploy service improvement plan • Look at other customer satisfaction measures

– Social media– Mobile apps– Website– Survey Responsiveness

Staff Recommendations