Elliott Bay Design Group LLCBetter to Build – Better to Operate

Passenger Perspective

Presented by John Waterhouse, P.E.

Midyear TRB Ferry Committee MeetingAugust 2012

Outline

•Challenge•Process•Results

Challenge

•Identifying the needs▫Expressed▫Latent

•Identifying the constraints▫Regulations▫Existing Infrastructure▫Service Level/Budget

Example - Passenger/Vehicle Loading

Process

•Familiarization•Stakeholder Identification•Outcome Definition•Data Collection•Analysis•Report & Recommendations

Familiarization

Stakeholder Identification

•Passengers▫Commuters▫Daytime Local Residents▫Nighttime Local Residents▫Tourists▫Elderly▫Special Needs

Passengers

Outcome Definition

•What questions are needing to be answered?

•When is the information required?•How will budget constraints will limit the

data collection?•Who will review the results?

▫Operations staff▫Planning staff▫Public officials (non-technical)▫Citizens (of all stripes)

Data Collection

•Desktop Research•Surveys

▫Intercept▫Mail (Traditional & email)▫Telephone

•Interviews▫Individuals▫Focus Groups

•Field Observations

Intercept Surveys

•Onboard Surveys by Halcrow in October 2009

•489 Useable/136 Not Useable•Most surveys collected from 7 am to 8 pm

Passenger Feedback

How to best Spend $1000 Mean Std. Dev Rank

Improved facilities on board vessels (seats, decks, toilets, etc.) 130.3 287.5 1

Increased frequency of weekend service (every 15 minutes) 116.8 229.1 2

Service always within 5 minutes of scheduled timetable 115.3 263.1 3

Increased frequency of late night service (every half hour) 113.9 230.9 4

Advance information by text message or email about delays / cancellations 103.1 233.3 5

Improved food service on board vessels 78.9 215.6 6

Improved cleanliness of restrooms 71.6 214.9 7

Improved facilities at terminals (seats, toilets etc ) 67.1 196.8 8

Feel safe at all times on board and in terminals 51 179.7 9

Free WiFi available on board vessels and at terminals 49 163.5 10

Field Observations

Analysis

•Be open to widening the questions•Bad ground rules begets bad results•Sensitivity checks are valuable•Statistical validity

Report & Recommendations

•Loading/Unloading is critical▫On time performance improvements▫Reduced fuel consumption▫Reduction in injury claims▫Less confusion for infrequent riders

•Minimize changes in direction•Allow adequate decision time•Use colors and signage strategically

Opportunities for Operators

•Establish a baseline – Its difficult to measure progress without one

•Network with your peers – No shame in using someone else's good idea

•Progress is getting 1000 details right•Use lessons from other businesses

▫Disney theme parks▫Princess Cruise Lines▫Southwest Airlines